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Best Practices in Service Management |
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This exciting program lets participants experience best practices in service management using real word examples at Walt Disney World.
Concept |
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Customers do not buy just a service, they buy an experience.
Getting the customer experience right is essential for success in all industries, especially service industries. One of the best places to learn about managing for superior customer experience is at Walt Disney World in Florida, known for its great customer service, creativity, employee loyalty, and outstanding financial results.
Walt Disney World's business performance and that of any successful service company is the product of a finely tuned organization that has put the right systems, people, and service concepts into place. In this seminar, current and former Disney executives will explain Disney's management, its philosophy and the principles and strategies that go into customer experience and service standards. In addition, the first-rate instructors will highlight the best service practices from other companies, such as Southwest Airlines, Dell, and Home Depot. In the morning, participants learn about the management tools and techniques that go into superior service. In the afternoon, this program lets participants experience those management practices first-hand
through guided tours that show how they translate into a superior customer experience. The program is an amalgam of case studies, interviews, discussions, lectures and onsite reviews. It is highly interactive, and participants are encouraged to be prepared to elaborate their own personal action plan. |
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Key Benefits |
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This in-depth program will demonstrate the best practices in service management. It inspires participants to put better service initiatives into place. Moreover, it provides strategic criteria for evaluating and expanding those projects that create profitable service operations, which sustain and improve overall corporate performance and stakeholder value. Participants will learn how to set the tone and foster a creative atmosphere in their organization. |
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Who should attend |
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The program is designed for executives from European companies. In the past 15 years, more than 5,000 participants from companies such as SAS, Deutsche Telecom, Ikea, Helsana, and Skandia have attended the program. The seminar thus is open to participants from all types of businesses and industries. After all, which company can survive without excellence in service and a great customer experience? |
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Areas of Focus |
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The seminar demonstrates and discusses how some of the world's most successful service-oriented companies developed their superior customer experience and manage quality. Participants will gain, not just insight on how to improve their service performance, but also new ideas on how to improve productivity and creativity for their own organization's services.
Program topics include:
- Creating value, customer loyalty, and differentiation through customer experience
- Anchoring a service mentality in your organization's corporate culture
- Innovation by learning from other industries' approaches to customer experience
- Leadership styles and their impact on service performance
- Choosing, training, and motivating employees to provide superior service
- Implementing service-based strategies that improve profit margins
- Maintaining and improving customer loyalty
- Putting quality control and the right systems into place
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