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Quality Service

Multi-Day course beginning 19 Jul 2015
Walt Disney World® Resort
Disney's Contemporary Resort WDW
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Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 90 years of world-renowned customer service, no one understands this better than Disney.

With a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they feel valued and appreciated and will make sure their customers do as well.

What You Will Learn:

  • Adapt time-tested Disney business insights to assess and improve your organization.
  • Determine how you can differentiate your service to become a provider of choice.
  • Design quality service standards to create a consistent service experience.
  • Use tools to gauge the needs, wants, stereotypes and emotions of your customers at an individual level.
  • Understand the processes necessary to develop a culture that consistently delivers exceptional service.
  • Recover effectively from a service failure and turn it into an opportunity to strengthen customer relationships.
View Course Dates

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 may be available in either 1-Day or Multi-Day durations at the Disneyland Resort and the Walt Disney World Resort.

For courses starting before Dec. 31, 2015
One-day course
Standard Pricing $1,250
Disney Institute Alumni and Guests
Students/Teachers
Non-profit employees
Military/Government employees
Disney Vacation Club members
$1,175


For courses starting after Jan. 1, 2016
One-day course
Standard Pricing $1,320
Disney Institute Alumni and Guests
Students/Teachers
Non-profit employees
Military/Government employees
Disney Vacation Club members
$1,240


What's Included

  • One day (8 hours) of official Disney Institute training with one facilitator. Registration & Breakfast begin at 7:30 a.m.; The course is delivered from 8 a.m. to 5 p.m. 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.
  • Both breakfast and lunch buffets.
  • For items not included, such as accommodations, please see our Course FAQs
1-Day Course Pricing & Details

For courses starting before Dec. 31, 2015
Multi-Day courses
Standard Pricing


$4,620

Disney Institute Alumni and Guests
Students/Teachers
Non–profit employees
Military/Government employees
Disney Vacation Club members

$4,345

Pre–paid Registration packs of 5-25+ for one organization To learn more, click here.


For courses starting after Jan. 1, 2016
Multi-Day courses
Standard Pricing


$4,900

Disney Institute Alumni and Guests
Students/Teachers
Non–profit employees
Military/Government employees
Disney Vacation Club members

$4,600

Pre–paid Registration packs of 5-25+ for one organization To learn more, click here.

What's Included

  • 3½ days of official Disney Institute training with two facilitators — starting at 2 p.m. on the first day and ending 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 on the first day of your course, daily breakfast and lunch buffet each subsequent day; and refreshments.
  • Three (3) one-day, one-park, after 4pm park entries for the course attendee.
  • 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 multi-day Disney Institute professional development courses. Purchase 5 or more registrations in advance, and you can save on the non–discounted rate for any course in a multi-day duration.

Prepaid registrations may be used for any multi-day Disney Institute professional development course 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.

For more details or to purchase, please call 321.939.4600

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)