Walt Disney once said, “Give the public everything you can give them”. At Organization Dynamics, Chris combines this mantra with hands on experience to help businesses consistently deliver an exceptional customer experience.
Improved quality of service has universal relevance. It can be applied to any industry from retail, entertainment, and hospitality to travel, healthcare and financial services.
Chris has received Disney’s Approach to Quality Service Certification through the Disney Institute. With this approach and other learning tools, he works with clients to create the
ultimate customer experience. How?
To develop the ultimate customer experience within your organization we will:
- Meet to determine and understand your goals and objectives as they relate to customer service
- Create metrics to gauge the needs, perceptions, and expectations of your customers
- Define, differentiate, and utilize customer demographics and psychographics in creating a quality customer experience
- Leverage learning tools such as the Disney Approach to Quality Service and True Colours workshops, customized to address the needs of your business
- Follow up workshop meetings with additional coaching to implement recommended actions
- Design customized quality service standards and processes
- Implement a strategic plan for monitoring the delivery of seamless customer experiences
Exceed customer expectations – every time.
See exceptional business results when you improve your culture of service and guest experience.
Customer Experience Workshop
How do you provide the ultimate customer experience?
Understanding the needs, perceptions and expectations of customers helps determine the direction of the company’s growth and sets a benchmark for quality service. This workshop will show you how to gauge these needs and design standards and processes that enable employees to consistently exceed them.
What will we learn?
Here’s an overview of what’s covered in this workshop:
Step 1: Define Quality Service
Determine your direction of growth by understanding the needs, perceptions and expectations of your customers.
- Create a model of superior quality service by paying attention to details
- Look at demo- and psychographics to create the quality customer experience your customers want and need
- Establish a common purpose and service goal for all employees to follow
Step 2: Establish Quality Standards
Build awareness of your quality standards across all levels of the organization, and ensure consistent delivery.
- Define and prioritize your standards
- Apply steps to help you reach those standards
- Build understanding of the need for 100% consistency with your workforce
Step 3: Align Service Delivery Systems
To provide consistent quality service, your people, place and processes need to be aligned.
- Build awareness of how quality standards can be applied to employee roles
- Grow understanding of how sensory details affect quality of the setting
- Enhance ability to describe how processes impact quality service delivery
Step 4: Integrate Quality Service
Combine quality standards and delivery systems to create a strategic plan for providing and monitoring seamless customer experiences.
- Review Disney’s ‘Integration Matrix’
- Use internal and external benchmarking tools
Learn how to:
- Tailor the approach to your needs
- Design your standards and processes
- Create metrics to measure consistency and results
- Align your people, place and process for maximum profitability
- Keys To Personal & Team Success
- Elevate Empathy:
Understanding Yourself & Others - Effective Communication
- High Performance Team Building
- Consultative Selling
- Leading with Cultural Competence
- Foundations in Diversity/Equity/Inclusion
- Understanding & Managing Unconscious Bias
- Critical Conversations
- Psychological Biases in Hiring
- Identify & Establish Core Competencies Aligned With Organization’s Values & Vision
- Identify & Establish Core Competencies for Specific Positions & Functions
- Hiring & Recruiting – Positions Descriptions, Interview Guides, Selection Tool, Etc.
- Personal Development Action Plans
- Performance Management Processes & Tools
Service
- Influence Customers & Key Stakeholders
- Develop A Consultative Selling Mindset
- Selling To A Diverse Population
- Overcoming Objections, Resistance, & Negativity
- Create & Deliver The Ultimate Customer Experience