Download - Demo 3 creating magical cs 8 4 2012
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Excerpts from:
Creating Magical Customer Service: The Disney Way
With Bill Capodagli, author of The Disney Way
Host/Moderator, Ken Freestone
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Ken FreestoneModerator/Consultant
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Bill CapodagliAuthor/Consultant
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Why Disney?
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Baseline 1994
1998
2000
2003
2006
2009
2011
ASCI Quarterly Results1994-2011
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1955
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• Over 60,000 Cast
Members• 92 Square miles• 167 miles of road• More than 31,000
Hotel Rooms• Over 43 Million
Guests/Year
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1. Paint a picture of each of the elements in the 5-point Customer Service Model
2. Suggest action items to create your own magical moments
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Innoventions
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• Safety• Courtesy• Show• Efficiency
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"Would you enthusiastically recommend to a
friend?"
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• Number of Promoters 9 or better• Number of Detractors 6 or less
Number Promoters -Number Detractors Net Promoter Score
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ActionAction
• Learn Storyboarding
• Consider a Customer
Call-back System
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Customer Service
Leadership
Innovation
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Excerpts from:
Creating Magical Customer Service: The Disney Way
With Bill Capodagli, author of The Disney Way
Host/Moderator, Ken Freestone