Intro | Embrace Leadership Service Magic From Ordinary to Extraordinary

Objective: Examine your own experience with the Disney organization and what you can do to become extraordinary. Note: This chapter is automatically included as the opening video in the series.

Great Moments with Mr. Lincoln From Good Enough to The Best is Never the Best

Objective: Explore how to get your “best” instead of tolerating “good enough.”

Popcorn Empowerment Create Service Superheroes

Objective: Find ways to empower your employees to deliver solutions with outstanding service.

Parking Lot Principle Create Lasting Impressions

Objective: Improve the first and last impressions of your organization's customers.

Even Monkeys Fall From Trees Lead and Learn with Humility

Objective: Identify the weaknesses of your Team

We’re So Good Break the Mold Move Beyond Arrogance

Objective: Identify how your successes may hinder creativity. Recognize if your organization has a status quo or why to change the culture.

When is a Train not a Train? Are We Looking at The Same Thing?

Objective: Determine how effectively your team incorporates diverse viewpoints, cultures, or perspectives.

How Clean is Clean? Intercultural Communication

Objective: Assess how to bridge cultural gaps using improved communication techniques.

Where’s My Car? Think for Your Customer

Objective: Examine how to better manage customer and employee expectations and resolve problems in advance.

What Time is The 3:00 Parade? There are no Stupid Questions.

Objective: Examine how to better manage the expectations of your customers to “plus the show”.

Listen for Success Transform Complaints into Compliments

Objective: Understand how to turn a customer complaint into a competitive advantage.

Raps Service Recovery Model Emotion Versus Information

Objective: Learn to deal with complaints via a step-by-step active listening tool.

Disney U Wrap Up Inspiration from Three Disney Legends Note: This chapter is automatically included as the closing video in the series.