Demo 3 creating magical cs 8 4 2012

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Demo 3 creating magical cs 8 4 2012

  1. 1. Excerpts from:Creating Magical Customer Service: The Disney Way With Bill Capodagli, author of The Disney Way Host/Moderator, Ken Freestone
  2. 2. Ken FreestoneModerator/Consultant
  3. 3. Bill CapodagliAuthor/Consultant
  4. 4. Why Disney?
  5. 5. ASCI Quarterly Results 1994-2011 2009Baseline 1994 2011 2006 2000 2003 1998
  6. 6. 1955
  7. 7. • Over 60,000 Cast Members• 92 Square miles• 167 miles of road• More than 31,000 Hotel Rooms• Over 43 Million Guests/Year
  8. 8. 1. Paint a picture of each of the elements in the 5-point Customer Service Model2. Suggest action items to create your own magical moments
  9. 9. Innoventions
  10. 10. • Safety• Courtesy• Show• Efficiency
  11. 11. "Would youenthusiasticallyrecommend to a friend?"
  12. 12. • Number of Promoters 9 or better• Number of Detractors 6 or less Number Promoters -Number Detractors Net Promoter Score
  13. 13. r y bo a rding• Lear n Sto a Cus to mer • Co n sider Action ack S ys t e m Call-b
  14. 14. InnovationCustomer Service Leadership
  15. 15. Excerpts from:Creating Magical Customer Service: The Disney Way With Bill Capodagli, author of The Disney Way Host/Moderator, Ken Freestone

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