Be Our Guest: Application of Disney’s Customer Service Practices

27
Be Our Guest: Application of Disney’s Customer Service Practices Julian Olivas Texas Tech University

description

Be Our Guest: Application of Disney’s Customer Service Practices. Julian Olivas Texas Tech University. TEXAS TECH UNIVERSITY. Whatever we accomplished is due to the combined effort. The organization must be with you or you don’t get it done… - PowerPoint PPT Presentation

Transcript of Be Our Guest: Application of Disney’s Customer Service Practices

Page 1: Be Our Guest:  Application of Disney’s Customer Service Practices

Be Our Guest: Application of Disney’s Customer Service Practices

Julian OlivasTexas Tech University

Page 2: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

Whatever we accomplished is due to the combined effort. The organization must be with you or you don’t get it done…

In my organization there is respect for every individual, and we all have a keen respect for the public.

- Walt Disney

Page 3: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

QUALITY SERVICE

Quality Service means exceeding your guests’ expectations and paying attention to detail.

• Analyzing the experience from our guests’ perspective• Understanding the needs and wants from our guests• Committing every element of what we do to meet and

exceed the needs of our guests

Page 4: Be Our Guest:  Application of Disney’s Customer Service Practices

Disney’s Quality Service Cycle

•Service & Service Theme•Our Staff•Our Setting•Our Process•Integration

TEXAS TECH UNIVERSITY

Page 5: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

SERVICE• Knowing and Understanding our Guests

– Needs – What do our guests need when they visit?– Wants – What do they want to get out of their visit?– Stereotypes – What are the preconceived notions that

every guest has of your organization?– Emotions – What are the feelings that our guests

experience throughout their visit?

• Service Theme – Represents the basis for its mission as an organization and represents what we stand for and why we exist.

Page 6: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

Disney’s Service Theme:We create happiness by providing the finest in

entertainment for people of all ages, everywhere.

Southwest Airlines’ Service Theme:

Southwest Airlines is dedicated to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.

Page 7: Be Our Guest:  Application of Disney’s Customer Service Practices

What is your service theme?

TEXAS TECH UNIVERSITY

Page 8: Be Our Guest:  Application of Disney’s Customer Service Practices

Create Your Service Theme:• Two principles must govern the service theme:

– The service theme must be adjusted to reflect changes in the image of the organization

– The organization must be able to deliver upon the theme

• Keeping your core values in mind, what is the desired image that you would like your staff to project about your organization? – Define your product, delivery method and recipients of your product:

– What is your product or service? We create . . .  

– How do you deliver the product or service? by providing . . .

– To whom do you deliver your product or service? for . . . .

TEXAS TECH UNIVERSITY

Page 9: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

We create Red Raider moments by providing the best Texas Tech experience

to all guests, all the time.

Page 10: Be Our Guest:  Application of Disney’s Customer Service Practices

Service Standards – The criteria that ensures the consistent delivery of the Service Theme.

• Welcoming – We will create a welcoming atmosphere at all times. Every guest will be treated like a VIP.

• Informative –Any interaction with our guests should be exceptional and the information that is relayed should be accurate.

• Involved – We will remain engaged in the happenings of our college and the Lubbock community

TEXAS TECH UNIVERSITY

Page 11: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

OUR STAFF

• Guidelines for Guest Service

• Disney On Stage vs. Off Stage

• Red Raiders Moments vs. Missed opportunities

You never get a second chance at a first impression.

- Walt Disney

Page 12: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

• On Stage vs. Off Stage

Page 13: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

• On Stage vs. Off Stage

Page 14: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

• On Stage vs. Off Stage

Page 15: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

• On Stage vs. Off Stage

Page 16: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

SETTING

Setting is the environment in which service is delivered to our guests, all of the objects within that environment, and the procedures used to enhance and maintain the service environment and objectives

Page 17: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

“You can’t change people, but if you change the environment that people are

in, they will change.” - Walt Disney

Page 18: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

What kind of message does your space send to guests?

How have you appealed to the 5 senses in your space?

•Sight•Sound•Smell•Touch•Taste

Page 19: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

•Sight

Page 20: Be Our Guest:  Application of Disney’s Customer Service Practices

•Sounds•Smell•Touch•Taste

TEXAS TECH UNIVERSITY

Page 21: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

PROCESS

Processes are a series of actions, changes or functions that are strung together to produce a result. They combine human (us) and physical (setting) resources in various ways to produce outcomes.

What is the outcome we strive for?

Page 22: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

Visitors Center Process • Campus Visit Reservation/Inquiry• Visit Confirmation• Arrival/Check-in• Guest Interaction/On-Campus Experience• Departure• Evaluation

Page 23: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

INTEGRATION

The process of bringing all of the elements of Quality Service together to create a complete experience.

Page 24: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

Staff Setting Process

WelcomingWill greet guests upon

arrival and assist

Easy to locate, clean, comfortable look and feel

Sit-down campus visit check-in and review of itinerary for visit

Informative

Will be knowledgeable and up to date on information about TTU/Lubbock for all guests

Provide informational materials/resources about TTU and Lubbock to any interested guests

Training on tour script or other information provided in order to do a good job

Involvement

Remain engaged in the community and serve as a liaison to Visit Lubbock, Inc.

VC will be an open venue accessible to the community for special events and functions

Partnerships with TTU depts., leaders in the community & other civic orgs.

Integration Matrix

Page 25: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

EVALUATION

Page 26: Be Our Guest:  Application of Disney’s Customer Service Practices

TEXAS TECH UNIVERSITY

By far the best tour guide ever encountered... and we've seen a lot of them.

The campus was AWESOME! Justin, our tour guide, was great. He was very helpful and very enthusiastic...Enjoyed my trip VERY much!

It was a freezing day, but Ben absolutely loved Tech. Thanks for a great experience.

Very polite and helpful in person. You become a VIP on campus.

Friendly people just like Disney World!

Page 27: Be Our Guest:  Application of Disney’s Customer Service Practices