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The Importance of Leadership to Quality Service Delivery

November 07, 2013 by Bruce Jones, Programming Director, Disney Institute

Providing an outstanding customer service experience for our Guests is a foundational element of the Disney organization. The experiences, and more specifically, the resulting emotions from these experiences, are the reasons why Guests return to our parks, advocate on behalf of our brand, and even desire to work at Disney.

The impact of providing a truly exceptional customer service experience is a shining example of the ripple effect between service and leadership. However complete your overall service program is, your efforts will collapse if managers do not reinforce the right behaviors. All layers of leadership must support service and reinforce the right behaviors.

We commonly practice two successful techniques:

  • Organizations must give managers the freedom and resources to reward great Guest service
  • Organizations must provide leadership the opportunity to “walk in the shoes” of their direct reports

A Disney Example

Four Keys Fanatic Cards provide leadership and Cast Members the opportunity for peer-to-peer recognition. Reinforcing the service guidelines as outlined in the Four Keys Basics, the immediate recognition and chance for future prizes demonstrates leadership’s commitment to providing consistently exceptional experiences and recognizing those who help make them happen.

What impact has your organizations leadership had on its service, culture, brand, or other? Share your stories in the comments below!



Posted in Quality Service | Tagged Customer Service Experience, Customer Experience Improvement, Excellent Customer Service, Leadership, Bruce Jones | 0 Comments


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