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.
From Pot of Soup to Bullion Cube Simplify the Complex
Objective: Identify the guiding principles for your organization and create crystal clear priorities (CCPs)
Snow White Never has a Bad Day All Business is Show Business
Objective: Identify good shows and bad shows in your organization. Determine how to maximize good shows and minimize bad shows.
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.
Escape Your Comfort Zone Challenge Complacency
Objective: Get out of your comfort zone by creating a new action. Move beyond complacency and familiarity. (Group exercise; “Handwriting”).
Change or Perish Take a Ride on The S-Curve
Objective: Plan your company reinvention campaign honoring the past but also moving in a future direction. Learn about “S” curves and how to manage them.
Even Monkeys Fall From Trees Lead and Learn with Humility
Objective: Identify the weaknesses of your team
See Things Differently Familiarity Breeds Complacency
Objective: Contrarian thinkers often help teams see more. (Group exercise; “Count the “F”s).
Let the Old Ways Rule What Would Walt Do?
Objective: Identify how your history hinders creativity. Avoid “What Would Walt Say?”
No Victims Allowed Accept Responsibility Evolve
Objective: Identify how blame hinders creativity. Listen for the victim mentality “you statements” in your organization. Role model and transition these to “I statements”.
Remember the Customer Recognize, Own Minimize Problems
Objective: Identify disconnects with internal and external customers. Recognize which obstacles you own and can minimize.
Walk the Park Capture Hearts Minds
Objective: Identify how you can transform information gathered by walking the park into improved employee relations and customer service.
Anticipate Know Your Customer. Know Your Team
Objective: Make a plan to anticipate clients' and employees’ issues.
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”.
Tigger Team Building The Power of Job-Sharing
Objective: Reduce interdepartmental tension and increase teamwork via job-sharing and job knowledge.
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.
Start Stop Continue Turning Knowledge into Action
Objective: Apply the Start, Stop, and continue exercise to the final takeaways of this training.
Disney U Wrap Up Inspiration from Three Disney Legends Note: This chapter is automatically included as the closing video in the series.