Talking Point: The Disney Institute Blog

Chat With Programming Director, Bruce Jones

August 30, 2012 by Stephen O'Neil, Marketing Associate, Disney Institute

Bruce Jones has a knack for relating to people. Good thing; Bruce has delivered Disney Institute programs from São Paulo to Hong Kong and to audiences exceeding 5,000 people.

He has facilitated each Disney Institute course, even premiering several content areas. But until Bruce began his Disney career, quality service had meant little more than a memo on the wall. "Nobody ever really understood it; nobody ever internalized it; nobody ever really embraced it. So it never really happened."

It didnt take long for him to realize that quality service at Disney truly meant treating people like guests in your own home.

As Programming Director, Bruce leads teams to research and develop content with an approach that is relevant to any business or organization. With that knowledge, Disney Institute enables participants to focus on proactive approaches to the customer experience.

"Great customer service doesn’t have to be new to be effective," Bruce said. "The principles that Walt put into place are probably more valid in today’s competitive marketplace than ever."

It is that deliberate, fanatical attention to detail that began with Walt and continues to differentiate Disney service from that of any other organization. It is Bruce who continues to help organizations ensure that the customer experience is more than a memo on the wall.

Join Bruce on Twitter, Wednesday, September 5 at noon EDT for an opportunity to ask questions and share your experiences around the topic of quality service. Submit your questions in the comments below, on Twitter @DisneyInstitute or at facebook.com/DisneyInstitute.

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Quality Service | Tagged Bruce Jones, Programming Director, Twitter Chat, Quality Service | 2 Comments

2 Responses to Chat With Programming Director, Bruce Jones

  • Sher says:

    on August 30, 2012

    It sounds like a great workshop. Will attend.

  • Vickneas says:

    on August 31, 2012

    To start with let me intorudce my self as a devotee of customer servcie. Many organisations tend to focus on service skill sets than service mindset. I am not against it .But to show undbridle interest to service customers skill sets training will not be sufficent. I do alot of research on service. I found that service staff do a splendid job in applying what in the scripts when they are dealing with routine transactions. But they appear to be apprehnseive, negative , defensive etc, when they are faced with a non routine transaction. For example a hotel guest requesting the front desk staff to help him wear a tie. Mind-set training should be prelude to organsations emabarking on a service centric pathway. I am from Singapore and I have been Disney Orlando and Anahem. I was granted to do the back -end tour when I came for the second visit . It was mesmerising how disney weave in service quality in every part of the process. You guys are doing a remarkable job. And I quote Disney example during my training very often

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