Talking Point: The Disney Institute Blog

#DThink Twitter Chat Recap: Architecting Exceptional Customer Service

April 02, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

In our Disney Institute service training courses and presentations that take place around the world, we teach individuals and businesses this fundamental lesson: Exceptional service is achievable for every organization because service is “architected” from systems and processes that you control.

What do we mean by that? Essentially, we believe that exceptional service never emanates from mass improvisation, but rather it must be painstakingly “designed” across the entire system. In other words, exceptional service does not simply come from a friendly transaction or helpful technology alone—it is the result of deeply understanding your customer’s expectations, putting in place the right guidelines, organizational processes and service standards to exceed them, and then consistently delivering that service over and over again.

During our most recent #DThink Twitter Chat, we had excellent dialogue with our Twitter community about this topic. Questions and answers were based on the curriculum from Disney’s Approach to Quality Service, our professional development training course that explores how organization’s can develop the framework and organizational culture that consistently delivers exceptional service.

A number of fantastic insights were shared throughout the chat. Read the full chat here, or below we have shared a few highlights from the discussion:


How could your organization approach architecting your own exceptional customer service?  

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

Mark Your Calendar! 
Join us for our next #DThink Twitter Chat on Wednesday, May 6, when we discuss another engaging topic.

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, Exceptional Service, Service Delivery, Service Training, Customer Service, Customer Service Training, Customer Experience, #DThink, Twitter Chat, Bruce Jones

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