Keynote Topics > Customer Service / Motivation / Communication
“ You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality.“
– Walt Disney
Turning Employees into Superheroes
Lessons from Disney U
All presentations are customized. Needs assessment time with Doug is included with every project. Great attention to organizational challenges and/or mission is considered when designing a client’s program. Presentations may be a one-hour keynote or up to three hours in a workshop format. Leadership and teamwork programs may contain any of the following learning modules.
A big budget is not required! Learn how Walt and his predecessors continually reinvented the Disney Brand and its presentation.
How Disney consistently develops the world’s most engaged, loyal and customer-centric employees.
Developing a massively engaged workforce via a good dose of trust and creative training.
The customer service differentiator that eludes too many; balancing art and science.
Moving beyond anger with the R.A.P.S. active listening strategy.
Changing the realities of job drudgery is impossible. Changing employees’ attitudes isn’t.
Sustaining The Happiest Place on Earth means cast members must manage a delicate balance of priorities. The Disney University simplifies this inherently complex environment by providing every cast member crystal clear marching orders during orientation. How can you apply Disney’s SCSE approach?
So, you don’t have a famous mouse, duck or tiger? No worries! Anyone can build a durable brand. Here’s a hint: budget is the least of your concerns. Strong leaders are the key to creating, and sustaining, an adaptive culture and timeless brand.
Explore how to tear down departmental silos that destroy teamwork, communication and creativity. Doug shares legendary examples of how Disney and other world-class organizations get it done. These are strategies that anyone can use to excel.
Disney University plays a crucial role in fostering a culture of trust and creativity. These secrets are massively effective … and surprisingly inexpensive.
Tens of thousands of Disney cast members, around the world, embrace this decades-old customer service philosophy. How does Disney University keep this alive?
These domains are different, distinct … and never mix. Learn how Disney leverages the backstage world to ignite on-stage perfection.
Words such as “please” and “thank you” are meaningless when tone and body language aren’t in sync. Everything your customer sees, hears or touches impacts their experience. Delivering world-class service requires careful orchestration of the entire customer experience, from the spoken to unspoken messages.
Parking lots at Disney theme parks are huge assets used to create customer service differentiators. How? At what cost? Learn outstanding examples of how the best leaders transform liabilities into assets. What is the equivalent of the “parking lot principle” in your company?
Yes, we all get them … the “stupid” questions! How do you and your team handle them? What can you learn from them? This segment will give you lots of laughs and ideas!
This hilarious story animates how employees can positively address inter-departmental friction. Doug shares his experience as a costumed character and discusses the power of job-sharing.
