On Thursday, August 2, 2018, MCLS, in in partnership with the Library of Michigan, hosted facilitators from Disney Institute to teach elements of Disney’s Approach to Quality Service at the Suburban Collection Showplace in Novi, MI.
This event sold out with 150 registrants, and a waiting list of over 50 people. The program, valued at over $400 per person, was heavily subsidized by Library of Michigan, and participants paid a registration fee of only $50. The event included free parking, continental breakfast, buffet lunch, all materials, and an afternoon snack.
Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 90 years of world-renowned customer service, no one understands this better than Disney.
With a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they feel valued and appreciated and will make sure their customers do as well.
Disney's Approach to Quality Service elements may help you:
