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Quality Service

Multi-Day course begining 29 Jun 2014
Walt Disney World® Resort
Disney's Contemporary Resort WDW
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The long-standing reputation Disney has for incredible service and friendly employees is not just magic, it is a sound service philosophy consistently applied in business. No matter your industry or organization, we believe that exceptional service is achievable because you control the factors. At Disney, everyone strives to exceed customer expectations every day because our processes are designed to meet this goal. For more than 80 years, this pursuit of excellence has earned Disney a world-renowned reputation for quality service that you can now begin to adapt for the unique needs of your organization.

Course Benefits

Uncover some of the insights behind the Disney service culture and processes. In this course, you will examine the time-tested approaches for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You will be introduced to insights and illustrations that can help you transform and improve your organization's delivery of quality service.

You will learn how to:

  • Develop an organizational framework that supports consistent delivery of quality service.
  • Adapt the Disney service approach and tailor it to your business.
  • Design quality service standards and processes to create a consistent service experience.
  • Use tools to gauge the needs, perceptions, and expectations of your customers at an individual level.
  • Engage employees, design the setting, and develop processes to deliver on your quality service commitment.
  • Recover effectively from a service failure while strengthening customer relationships.
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Who Should Attend

Disney insights and illustrations are beneficial to any leader or employee interested in learning how to improve the customer experience and raise the standards of quality service in their organization.


Course Details

The Service Story

The gradual decline of customer service over recent years has created an exciting opportunity to provide service that is beyond customer expectations. Creating an emotional connection to customers can translate into financial results, but to create this connection your guest service standards must be cultivated. In this course you will learn, how intentional actions play an important role in establishing customer service excellence through understanding the customer experience, breaking widely held stereotypes, and identifying service pitfalls.

Designing Exceptional Service

Service happens every time a customer is touched by your organization. Designing a successful service strategy hinges on understanding what you want to do for your customers, what your customers expect, and the business impact of these actions. You will learn the principles that develop common purpose, a deep understanding of your customers' expectations, and understanding their economic impact. Through activities and experiences, you will uncover the quality standards you need to drive discussion within your organization to design a strategy for service excellence.

Delivering Exceptional Service

Exceptional service is not just about the employees delivering the service. It is important to understand how aligning your employees, your physical place, and your company processes make the difference in how service is received by your customers. You will develop an understanding of the intersection of people, place, and process and how these aspects contribute to the consistent delivery of exceptional service.

Recovering Service

All businesses encounter service failures. While it is always the goal to meet our customers' expectations, at times this may not happen. Recognizing the importance of mending the relationship with the customer by recovering after a service failure is a critical process at Disney. You will discover how to really listen to Guests and what proactive steps we take to prevent future service failures.

Course Description

Pricing & Details

Disney's Approach to Quality Service is available in 1-Day or Multi-Day duration at Disneyland Resort and Walt Disney World Resort.

1 one-day course 2 one–day course 3 one–day course 4 one–day course 5 one–day course
Standard Pricing $1,080 $2,100 $3,060 $4,080 n/a
Disney Institute Alumni and Guests Students/Teachers Non-profit employees Military/Government employees Disney Vacation Club members $1,030 $2,000 $2,910 $3,880 n/a
Pre–paid Registration packs of 5-100 for one organization For pricing, click here.

*All 1-day courses can be booked consecutively at packaged rates.


What's Included

  • One day (8 hours) of official Disney Institute training with one facilitator. Unless otherwise noted, all Disney Institute public courses are delivered in English.
  • Comprehensive reference materials.
  • Guided field experiences throughout Disneyland® Resort.
  • Meetings with working leaders and employees (Cast Members).
  • A participant list for future networking.
  • Light breakfast and light lunch.
  • For items not included, such as accommodations, please see our Course FAQs
1-Day Course Pricing & Details

Multi-Day courses
Standard Pricing $4,194
Disney Institute Alumni and Guests
Students/Teachers
Non–profit employees
Military/Government employees
Disney Vacation Club members
$3,944
Pre–paid Registration packs of 5-100 for one organization For pricing, click here.

What's Included

  • 3½ days of official Disney Institute training with two facilitators — schedules vary by course and start as early as 2 p.m. on the first day and end as late as 5 p.m. on the final day. Please note your start and end times when you receive your course confirmation. Unless otherwise noted, all Disney Institute public courses are delivered in English.
  • Comprehensive reference materials.
  • Guided field experiences throughout Disneyland® Resort or the Walt Disney World® Resort.
  • Meetings with working leaders and employees (Cast Members).
  • A participant list for future networking.
  • A welcome dinner, daily breakfast and lunch buffet; and refreshments.
  • Three (3) one-day, one-park, after 4pm park entries.**
  • For items not included, such as accommodations, please see our Course FAQs
Multi-Day Course Pricing & Details

Now your organization can save when you pre–pay registration fees for select Disney Institute professional development programs. Purchase 5 or more registrations in advance, and you can save on the non–discounted rate for the same program.*

Prepaid registrations may be used for any Disney Institute public programs held only at the Walt Disney World® Resort or Disneyland® Resort. They can be used up to 12 months from date of purchase, giving you a flexible training option that fits within the schedule and needs of your business and your employees.

To purchase, please call 321.939.4600

View Details
Pre-Paid Registration Packs
Course FAQ


Accredited by:

  • International Association for Continuing Education and Training (IACET)

  • American College of Healthcare Executives (ACHE)

  • National Association of State Boards of Accountancy (NASBA)
Get In Touch

Phone: 321.939.4600
(M-F 8:30 am – 6:00 pm ET)

Email: You can also reach us through our Contact Form.
(No solicitors)