Talking Point: The Disney Institute Blog

#DThink Twitter Chat Recap: Designing an Exceptional Service Experience

December 11, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

In our Disney Institute 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? 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.

Essentially, exceptional service can never emanate from mass improvisation—but rather it must be painstakingly “designed” across the entire system.

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 their own system-wide framework for consistently delivering 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:


If you’d like to learn more about how an organization can deliver exceptional service, check out these other past Talking Point posts:

Share your perspective: What are some things you can start doing now to further develop your organization’s customer-service systems and processes?

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 D’Think Twitter Chat on Wednesday, Jan. 6.

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, Customer Service, Service Experience, Customer Experience, Service Design, #DThink, Bruce Jones

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