| 7:30am - 8:00am | Breakfast & Registration |
| 8:00am - 9:30am | Defining Quality Service |
| 9:30am - 10:00am | Break 1 |
| 10:00am - 11:30am | Quality Standards |
| 11:30am - 1:00pm | Lunch |
| 1:00pm - 2:30pm | Service Delivery Systems |
| 2:30pm - 3:00pm | Break 2 |
| 3:00pm - 4:30pm | Integrating Quality Service |
What You Will Learn
MORNING
- Learn the Disney demographics measurement methodology.
- Learn the Disney approach to psychographic measurement by identifying customer needs, wants, stereotypes and emotions.
- Apply examples of the measurement outcomes to any customer service environment.
- Define a common purpose and its importance.
- Understand purpose versus task enculturation.
- Define quality standards and their purpose.
- Understand the need for consistency in service delivery by 100% of an organization's employees.
AFTERNOON
- Examine ways that the Disney quality standards are applied to Cast Member roles in order to ensure consistent quality customer experiences.
- Explore the benefits of Disney training guidelines.
- Identify examples in which setting communicates strong messages that affect the delivery of quality service.
- Identify elements of setting that support the quality standards at Walt Disney Theme Parks and Resorts.
