Talking Point: The Disney Institute Blog

Charting a New Course Towards Great Customer Service? Roger That!

September 12, 2014 by Bruce Jones, Senior Programming Director, Disney Institute

Here at Disney, one of the little “wows” we like to do regularly is surprise our Guests by resolving their problem before they have to think about asking for help. We take the time and effort to study our Guests’ needs, wants, and expectations, and then we train and empower our Cast Members to proactively look for these unique customer service opportunities.

Earlier this summer, a Frontier Airlines pilot demonstrated this in a big way. He delivered great service to his passengers and crew simply by anticipating their needs and far-exceeding their expectations. If you’re not familiar with this story, I highly recommend reading: “Captain Saves the Day But Doesn’t Save Himself a Slice.”

Kudos to pilot Gerhard Brandner! He demonstrated genuine care for the comfort and well being of his passengers and crew, and went outside of his typical job responsibilities to deliver exceptional customer service.

In our Disney’s Approach to Quality Service professional development course, we explore this topic in great detail by showcasing some of our best Disney service and training processes in action. Here are two quick takeaways:

  • Hire individuals who will take an interest in others and genuinely care about making a difference. By hiring for attitude and training for aptitude, you will be on your way to creating something special for your customers.  
  • Train every employee to understand how to bring your organization’s common purpose to life. In the service moment, the governing rule is “purpose trumps task,” which means it is OK to be off-task if you are on-purpose. Remember Pilot Brandner? He understood this well.

Tell us - What can your organization and employees do to better anticipate and respond to customer needs?

We’d love to hear from you! 
Post your response below, or respond to us on Facebook or Twitter using Hashtag #DThinkBlog.

For nearly three decades, Disney Institute has provided engaging and insightful learning opportunities for business professionals and organizations, teaching them the Disney approach to business….focusing on Service, Leadership, Culture, Brand Loyalty, Creativity and Innovation. To learn more about how you can attend an upcoming course, see our full Course Calendar. Not sure which course is best for you? Try our Course Recommender

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 Service, Quality Service, Customer Service, Customer Experience, Customer Service Training, Customer Satisfaction, Bruce Jones

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