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“Inside the Magic Kingdom” Lesson 3 by Cindy Stradling CSP, CPC

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  • “Inside the Magic Kingdom” Lesson 3 by Cindy Stradling CSP, CPC

“Inside the Magic Kingdom” Lesson 3 by Cindy Stradling CSP, CPC

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December 3, 2013

 “Inside the Magic Kingdom” Continued from previous week…

LESSON 3

Everyone walks the talk.

If you are like me you have most likely had the experience of going into a business and received inconsistent treatmentmagickingdom3.  They use the term “aggressively friendly” at Disney.  All staff are trained to stop everything when they see a guest in need. (I wish the staff would do that at the home reno store when I am standing there looking confused and not sure what to do – lol)  The Disney culture says Everyone walks the talk always!  The real point here is more about the way you do your job.  Think about this statement: “Every time a customer comes in contact with your company, you have an opportunity to create value.  Capitalize on that opportunity and you win. Waste it and you lose…it is a simple as that!  The guest is always in charge.

Questions for discussion with your team:

  1. Think about the way people do their jobs here. Could we adapt the “aggressively friendly” concept to our company’s environment?
  2. How might we expand customer service from a department to a tradition?
  3. How could we individually do an even better job of “walking the talk” than we do right now?
  4. What does “walking the talk” mean around here?
  5. How would a customer’s experience be different if everyone here “walked the talk?”

 

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customer experience, customer service excellence, customer service toronto, customer service training, Disney customer experience
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