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“Inside the Magic Kingdom” Lesson 5 by Cindy Stradling CSP, CPC

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  • “Inside the Magic Kingdom” Lesson 5 by Cindy Stradling CSP, CPC

“Inside the Magic Kingdom” Lesson 5 by Cindy Stradling CSP, CPC

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December 17, 2013

 “Inside the Magic Kingdom” Continued from previous week…

LESSON 5

Customers are heard best through many ears

One of the ways that organizations measure their level of customer satisfaction is through surveys.  While this is a great way to obtain valuable feedbackmagickingdom3 it is recommended that the customers be heard by many different ways.  In the book they refer to this as multiple listening posts. These posts are about the company listening to customers as opposed to listening to oneself. At Disney they use the term aggressively friendly.  When I first read this I thought it was interesting and when I remember my own experience at Disney World, it was definitely the case.  Some of the listening posts suggested include: posts that allow you to take immediate action, after service surveys, phone surveys and walking around and speaking with customers.

Questions for discussion with your team:

  1. How can we “put on our ears” to track customer satisfaction?
  2. How could the process of gathering feedback be more creative and fun?
  3. Remember the impact of immediate action.  How can we improve our response time?
  4. Identify and list aspects of our job(s) that involve customer contact. (Best used for a homogeneous discussion group.)
  5. What formal or informal listening posts are we not using that we could be using?
  6. How could we become more responsive to our customer needs?

 

customer experience and satisfaction, customer service tips, customer service toronto, customer service training, Disney customer experience
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Cindy Stradling

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We have had the pleasure of working with Cindy Stradling to source several top notch consultants to assist us with the design and delivery of a variety of Learning and Development and HR Programs. This this successful collaboration we have truly appreciated Cindy's very high standards for members of her network, the drive and energy she brings to her work and most importantly her strong commitment to understanding and meeting the needs of her clients.

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Cindy has been a terrific resource to Metro! She met with us to clearly understand our needs then provided us with a shortlist of top-quality trainers for us to meet. The whole process was simple and seamless, and it saved us a lot of time in sourcing companies with specific skill sets. She's a pleasure to work with.

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Cindy is the epitome of positive energy! I didn't just work with Cindy at Duplium; I continue to keep in touch with Cindy because she is a wealth of knowledge and always a delight to catch up with. If you need something or someone, just ask her, she will get it done! She embodies the unique combinations of integrity, commitment and resourcefulness. Thank you Cindy for all the times you gave me just what I needed!

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