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HDI Capital Area One Day Leadership Conference and Vendor Expo 2018


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HDI Capital Area One Day Leadership Conference and Vendor Expo 2018

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HDI Capital Area One Day Leadership Conference and Vendor Expo 2018

  1. 1. #HDICommunity #HDILeadership @HDICapitalArea Welcome HDI Capital Area Local Chapter May 9, 2017 Welcome to our One Day Leadership Conference & Vendor Expo October 19, 2018
  2. 2. #HDICommunity #HDILeadership @HDICapitalArea Today’s Agenda 9:00 am—10:00 am: Registration, Networking, & Vendor Tables Open (Continental Breakfast provided) 10:00 am—10:15 am: Welcome & Announcements 10:15 am—11:15 am: Leslie O’Flahavan- Robot Army or Automated Helper: Is Your Support Organization Ready to Use Bots to Communicate with Customers? 11:15 am—11:30 am: 1st Prize Drawing & Break 11:30 am—12:30 pm: Brandon Caudle - The Best Service is No Service 12:30 pm—2:00 pm: 2nd Prize Drawing* (Lunch Provided), Networking and Vendor Tables Open 2:00 pm—3:00 pm: Lee Weekley - A Service Desk Evolution: Secrets to Customer Services in Accordance with Disney Best Practices 3:00 pm—3:30 pm: Refreshment/Dessert Break and Vendor Tables Open 3:30 pm—4:00 pm Closing Remarks and Prize Drawing* *Must be Present to Win
  3. 3. #HDICommunity #HDILeadership @HDICapitalArea Thank you for hosting today’s meeting!
  4. 4. #HDICommunity #HDILeadership @HDICapitalArea A Special Thank you for Providing Today’s Breakfast, Lunch and Snacks!
  5. 5. #HDICommunity #HDILeadership @HDICapitalArea Thank You HDI Capital Area 2018 Sponsors!!
  6. 6. #HDICommunity #HDILeadership @HDICapitalArea What’s Hot at HDI HDI Industry Award Nominations Close October 31 • Has your work advanced the mission of the service and support industry? Tell us about your achievements and it might just land you a prestigious award recognizing your professional excellence! Enter for a 2019 HDI Industry Award today—all finalists get one free registration to the HDI 2019 Conference & Expo where they will be honored during a special awards ceremony! • Also, check out the three NEW award categories! – Best Customer Experience – Best Service and Support Culture – Best Use of Technology Submit Your Nomination Today Why submit an HDI award Nomination? Check out this video to learn more.
  7. 7. #HDICommunity #HDILeadership @HDICapitalArea What’s Hot at HDI Upcoming HDI Leadership Forums Events • Register for Forum events online!! – November 12-15 HDI Leadership Forum Event • Forum Group: Higher Education • University of South Carolina - Columbia, SC Upcoming HDI Webinars • Tuesday, October 23, 2018 • 11:00 – 12:00 MT – Increasing Employee Satisfaction by Reducing Friction – Speakers: Roy Atkinson – Cost: FREE
  8. 8. #HDICommunity #HDILeadership @HDICapitalArea Upcoming HDI Conferences • Service Management World 2018 is just around the corner⎹ Don’t forget to use and share your chapter promo codes – Make sure to use and share your promo code to save $200 AND earn some $$$ for your chapter! (Ask for full details) – October 15-17, 2018 ⎹ Omni Orlando Resort at ChampionsGate – Have you signed up for the full-day Golf Outing?!?! – • HDI Conference & Expo ⎹ Save the Date: April 9-12, 2019 ⎹ Orlando, FL – Super Early Bird Savings = Up to $600 Off + FREE 1-day Workshop! – What’s Hot at HDI
  9. 9. #HDICommunity #HDILeadership @HDICapitalArea Need more Service Management resources? No problem! HDI has recently assumed ownership of Propoint Solutions’ portfolio and now offers expanded service management resources, including comprehensive training and consulting services. The portfolio consists of 14 training courses, each focusing on key service management concepts and frameworks including: – ITIL – Dev Ops – Problem Management – Agile Process Design and Optimization – Service Restoration Learn more at What’s Hot at HDI
  10. 10. #HDICommunity #HDILeadership @HDICapitalArea Analyst & Desktop Support Technician of the Year Nominations DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a year end celebration for our teams. Questions: THERE IS A SHORT FORM TO KICK OFF YOUR NOMINATIONS * YOU DO NOT NEED TO BE A MEMBER 1. Go to 2. Select Analyst or Desktop to review the nomination criteria and submit your online nomination by October 24th. The nomination form requires only the following: • Help Desk Analyst/Desktop Support Technician’s Name, Company & Contact information • A paragraph describing the individual’s achievements (why you are nominating them) • Nominator/Manager’s name and contact information 3. Managers will have an option to answer additional questions to give their analysts and technicians the best opportunity to win. The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete for the regional award and regional winners then compete for the global award. The winner of the Regional Analyst of the Year and Desktop Support Technician Award will receive a free registration to the Annual Conference courtesy of Robert Half Technology. HDI proudly acknowledges Robert Half Technology as the premier sponsor of the HDI Awards program. Since 2004, Robert Half Technology has given award finalists the opportunity to be honored as leaders within the technical support industry, attend the industry's leading conference, learn and grow in their professions, and network with peers from around the globe. With over 120 locations worldwide, Robert Half Technology provides on-demand technical expertise through a full spectrum of IT staffing services – from project, contract-to-hire and full-time staffing, to managed IT services and IT solution consulting. To learn more about Robert Half Technology’s staffing solutions or start your job search, visit
  11. 11. #HDICommunity #HDILeadership @HDICapitalArea HDI Capital Area 2018 Analyst & Desktop Support Technician Nominees
  12. 12. Bryan Rhoades, RCG HDI Capital Area Desktop Support Technician of the Year 2017 Being employed with Reston Consulting Group (RCG) for the past 4 years has been amazing. Completing the A+, HDI and ITIL certifications was a few of my major accomplishments while at RCG. Starting withvery little experience as a service desk technician and being a team player along with my knowledge and eagerness to lean, I have become a tier 2 Deskside Technician with exceptional customer service skills.Supporting the user community and having the ability to follow through on difficult tasks defines me was an End User Technician.
  13. 13. Du'Juan Wilson, Erickson Living Capital Area Analyst of the Year 2017 Du’Juan Wilson is a senior IT analyst with Erickson Living Retirement Communities. Wilson entered into the IT field in 2013 after researching and studying IT independently while he worked as a Security Supervisor at the front desk of Erickson’s Research Park UMBC location. After building a family bond with Erickson, he moved on to the 3rd floor of Research Park to work for TEK Systems as an IT Service Desk Shared Resources Analyst. There Wilson provided tier 1 support for BestBuy, Sony (SCEA), Visicu, Medimmune, Littler and School Specialty which ultimately prepared him for what he calls his “dream job” with Erickson. Wilson studied and played sports at Baltimore Polytechnic Institute and Salisbury University. Always chasing dreams , he attempted careers as a professional football player and as an MC (Master of Ceremonies) in the music industry …. both now are a hobby. As a proud dad of twins and loving husband, Wilson believes in family, fun, friendship, the scientific method, humanitarianism, honor, man-vs-food type eating as a hobby, spare the rod spoil the child, the uncovered lineman is the key to a successful defense in football, Picard is better than Kirk, playing all sports, Baloo type back scratching, all day scrabble tournaments, bleeding Raven purple, all things nerdy, all things unique and LOVE!
  14. 14. #HDICommunity #HDILeadership @HDICapitalArea Lee Weekley: HDI Membership Testimonial I have been an HDI member for many cherished years. Being an HDI member has not only advanced my career but also added value and meaning to my life personally. Professionally, HDI has been one of the most valuable associations I have ever joined. I started off my career as a tier one service desk agent over 25 years ago and I am now a Vice President of Information Technology because of HDI. As I was progressing through my career, every time I would encounter a challenge I would turn to HDI and its team of experts who were always there to answer my questions. The HDI Community, training and certification programs have increased my knowledge and enabled me to be proactive at work and to resolve issues. Additionally, becoming part of the HDI family also opened endless doors for me for networking and contacts which opened tremendous opportunities for career advancement. More importantly to me is the personal side of my store. As I noted before HDI is one big family. I never felt this more than when I had my stroke and was in the hospital. I lost my ability to walk, talk, write and was really down. I really needed encouragement and support. At my lowest time in my life, who was there for me but my HDI family. I was so surprised to see my HDI family showing up day after day in my hospital room and others sending me gifts, flowers and cards with words of encouragement. I was receiving notes and letters of encouragement from HDI members from across the globe who I didn’t even know. It lifted my spirts so much it gave me the courage to force myself out of that bed and to go on. HDI was so helpful and was there for me in my time of need. You see that is so much more than just a membership organization. This was HDI in one of its finest hours. You see HDI is not just a membership organization, it is a family or caring and loving people across the world that care about each other and get to know each other. I am proud to be a member of and I would not trade my membership with this organization for anything. These people are my family, my friends and I am proud to call them MY HDI! It’s not just a membership, It’s a life changing experience.
  15. 15. #HDICommunity #HDILeadership @HDICapitalArea Leslie O’Flahavan Leslie O'Flahavan has delivered writing courses for support center staff, customer service agents, and social media managers, helping thousands of professionals hone their customer-focused writing skills. She helps support organizations train agents to write well in all service channels, measure the quality of their writing, and revise and maintain their entire library of canned answers. Leslie is a instructor and is the coauthor of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.
  16. 16. #HDICommunity #HDILeadership @HDICapitalArea Brandon Caudle Brandon Caudle is a seasoned service and support industry practitioner and consultant, with more than twenty years of experience working in and with Fortune 500 companies. As an industry visionary, he has driven ITIL and knowledge initiatives across multiple companies and countries. Today, Brandon leverages his KCS expertise, skillset, and experience to assess, implement, and evolve knowledge and CRM solutions in the technical service and support industry across multiple time zones and geographies. His favorite yoga pose is Savasana.
  17. 17. #HDICommunity #HDILeadership @HDICapitalArea Lee Weekley Lee Weekley has 28 years experience in the IT Service Management arena and hold multiple certifications in HDI, ITIL, ITSM, ISO and is a Disney Customer Service Instructor. Lee has visited the Walt Disney World Property over 147 times since opening day and Disneyland over 48 times. He has been a speaker at HDI, Pink Elephant, ITSMF and has been a member of many community organizations as well as holding several distinguished appointments including: member of Governor’s Homeland Security Task Force, HDI Local Chapter Officer for over 10 years, Ambassador to Small Business for Chamber of Commerce, Rotarian, Military Affairs Advisory Committee member, National Small Business Committee member with National Defense Industry Association, serving member for the Navy League and member of the Technology Committee for the Chamber of Commerce.
  18. 18. #HDICommunity #HDILeadership @HDICapitalArea LaTonya Morgan, HDI Capital Area Officer of the Year 2017 The entire Capital Area team is proud to nominate LaTonya Morgan as our Officer of the Year. LaTonya has been a long time HDI and Capital Area supporter and cheerleader! Prior to becoming an officer, LaTonya, supported HDI and the local chapter including: attending conferences and local chapter meetings, nominating analyst and desktop support technicians for the annual awards program and speaking at local chapter meetings. In addition, LaTonya coordinated The MIL Corporation's significant vendor sponsorship of the localchapter, as well as ensuring the sponsorship of several regional gatherings at HDI conferences. As the VP of Programs, LaTonya consistently goes above and beyond the call of duty. Monica Morrison, VP of Logistics says "LaTonya does this with a degree grace and style that makes it appear effortless. She often takes on additional last-minute tasks to make our meetings run smoothly, and she always does it with a warm smile and heartfelt laughter." LaTonya has done a fantastic job of gathering the right mix of talent and expertise to ensure that our chapter meetings provide exciting speakers and up-to-date topics for our attendees. In addition to bringing together great talent, Tonya plays a major role in the logistics of the meetings, making sure that we have the best venues, food, and refreshments. What we find truly extraordinary about Tonya is that she makes herself available to assist with meetings even when she can't stay for the entire program and must report back to work. LaTonya's tireless dedication is contagious!
  19. 19. #HDICommunity #HDILeadership @HDICapitalArea Annual Awards & Team Building Luncheon Thursday, December 6, 2018 Martin’s Crosswinds
  20. 20. #HDICommunity #HDILeadership @HDICapitalArea Thank You HDI Capital Area 2018 Sponsors!!
  21. 21. Leslie O’Flahavan, E-WRITE @LeslieO Is Your Organization Ready to Use Bots to Communicate with Customers? Download the quiz at
  22. 22. What’s a bot, anyway? “A bot is a piece of software designed to perform a single task, such as finding answers to questions or automating transactions. A chatbot, an example of this kind of software, interacts with humans through conversations.”
  23. 23. How bot-using are IT organizations? HDI’s 2017 survey on “…what IT organizations are doing, planning to do, and thinking about…”
  24. 24. Bot-introduce yourself 1. Is your customer care organization using any bots now? If so, please describe. 2. Is your customer care organization considering using any bots within the next 12 months? If so, please describe. 3. As a customer, do you interact with any bots? 4. As a customer care professional, how bot-enthusiastic are you? Why?
  25. 25. A few bot examples
  26. 26. Bot, circa 2013
  27. 27. DoNotPay
  28. 28. Experiment with bot conversation
  29. 29. Try writing a bit of bot conversation • You’re creating “Fetch,”  a bookseller bot running on a messaging platform. • Fetch will help help customers choose books in a physical store or in an online store. • The bot engages in a natural conversation with the customer. • Fetch can prompt customers about how to reply, but it can’t fully control how customers reply. • Write a 10-statement conversation (5 for Fetch and 5 for the customer)
  30. 30. I’m not (yet) an expert on building bots I’m an expert on helping customer care organizations communicate with customers Are customer care orgs ready for bots?
  31. 31. “Are We Bot-Ready?” Quiz Download the quiz at
  32. 32. No soup (no bot) for you!
  33. 33. “Are We Bot-Ready?” Quiz Answer True or False 1. Our customers must provide their account numbers in our IVR and repeat them when they speak to a live agent 2. We’d have to delegate the bot development to another team because no one in customer care has the skill set. 3. Our customer care organization doesn’t play a role in the big decisions that affect our work. We take a back seat to Marketing and Sales.
  34. 34. “Are We Bot-Ready?” Quiz 4. We have the budget and permission to update our CRM, so we’re using the version we want to use. 5. Some of the “smart” systems we’re using now are kind of glitchy.
  35. 35. “Are We Bot-Ready?” Quiz 6. Our template library (or our knowledgebase) is woefully out of date and needs revising, but we just don’t have the bandwidth to clean it up. 7. Our IVR says, “Listen closely as our menu items have changed…” 8. Our company routinely makes decisions about how we’ll deliver service without getting customers’ input or feedback.
  36. 36. “Are We Bot-Ready?” Quiz 9. Our web forms force customers to choose options that don’t describe their actual problem.
  37. 37. “Are We Bot-Ready?” Quiz 10.We accept customers’ contacts in channels where we don’t actually serve them.
  38. 38. Recommended Reading: Julie Mohr’s HDI article about Sherlock
  39. 39. Predictions about bots in the near future "Chatbots will replace the search window…There will be a rapid decline in app usage. The last three years, we have gone from brands' desire to have mobile-friendly websites, then apps, and [we] now expect to see app activity get cannibalized by bots.” Will Wiseman, chief strategy officer, PHD Media U.S.
  40. 40. Predictions about bots in the near future • “Gartner projects that more than 85% of customer interactions will be managed without a human by 2020.” • “At first we’ll see bots added into the customer service mix as helpers — focused on a few simple tasks — but over time, we’ll see the entire structure of companies change and a new phenomenon: “bots in the org chart”. What this means is that people will manage a mixture of bots and other humans. In the 10+ year timescale, I believe bots will actually manage humans, directing their tasks and activities with AI.” - Rurik Bradbury, Global Head of Research at LivePerson
  41. 41. Questions? Comments?
  42. 42. Contact me Leslie O’Flahavan, E-WRITE 301-989-9583 (office) @LeslieO
  43. 43. The Best Service is NO Service Brandon Caudle HDI DC Capital Area Oct 2018
  44. 44. Manic Mondays vs Friday Zen
  45. 45. Who is Brandon? • 20 Years Tech and Customer Support across Fortune 500 Companies • ITIL, KCS, HDI Certifications • Practitioner, Vendor and Consultant experience) • U.S. Army Veteran, Author, Speaker, Board Game Aficionado If you attend in person, there’s a a snazzy picture of my kids here… 
  46. 46. Purpose of This Workshop • Understand “The Big Picture” of A.I., Automation and Tech Support • Discuss and Analyze the Future • How does this apply to my job?
  47. 47. WIIFY? • Why are You Here today? • What is the Best Thing that could happen at this event? • Where do you want to be in Two Years? In Five Years?
  48. 48. Automating a PB&J Sandwich
  49. 49. The Big Picture • Decades of Robotics /Automation • Robots do NOT get tired • Can do mundane and dangerous tasks • Reduce human errors • Reduces Human Rights Issues for Working Conditions • Higher Productivity • Increased Revenues • Better Standards of Living • Human Work Dedicated to Developing New and Sales • Organizational Growth • Random Stuff No One Believes
  50. 50. But first, let’s talk about the scary stuff…
  51. 51. The Amazon Model
  52. 52. 3,600 pieces of sushi… per HOUR!
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  61. 61. “…the California crash reports make clear that humans expect other humans to bend or break traffic rules, rolling through four-way intersections, accelerating to make a yellow light, or cruising over the speed limit. But his robots won’t follow suit.”
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  64. 64. So……what does this mean for us?
  65. 65. Best Jobs for the Future • App Developer • Computer Systems Analyst • Nurse Practitioner • Physical Therapist • Health Services Manager • Physician Assistant • Dental Hygienist • Speech Language Pathologist • Market Research Analyst • Personal Financial Adviser (Kiplinger 2017)
  66. 66. What about OUR Future (Tech Support)? Will companies still need humans (in Tech Support)?
  67. 67. Elimination of the Service Desk (as we know it today)  Highly automated self service  Crowdsourced support  Find innovative new work for (former) Service Desk
  68. 68. Let’s Talk About Support and “Self Service” 01 Reactive support is “the norm” 02 Customer Support of the Future…Today 02.1 Artificial Intelligence, Automation and Machine Learning 02.2 Proactive Support 02.3 Chatbots, Knowledge Articles and Decision Trees 02.4 Self Serve vs Auto-Resolve 02.3 Behind every Avatar is a army of coders (PB&J) 03 How to Get Started! 03.1 What is repeatable and can be automated? 03.2 Anatomy of a Self Service Process 03.3 Jobs for Non-Logical people
  69. 69.
  70. 70. Practical Exercise • What is the last thing you ordered or returned without any human interaction? • What are the top repetitive tasks in your company? (does NOT have to be IT related) • How can those be automated?
  71. 71. Service Desk and Desktop Job Elimination or Job Change? Decrease in: • Hardware Incidents and Requests • Access Requests • RFI / How To Questions • Software Issues
  72. 72. Hardware Issues Reduction
  73. 73. Hardware Issues Reduction •Issues, Break / Fix •Declining •Backend Work •Lifecycle •Up to Date Tech removes ‘Want’ Reason •Virtual Removes Configuration Time •Onus on End User Revenue Generator New job functions
  74. 74.
  75. 75. New job functions
  76. 76. Self Serve vs Auto-Fix • Structured Q&A to determine the likely solution and offer up a knowledge article Structured Q&A to determine the likely solution and resolve the issue
  77. 77. Access / Request • 99.9% Automation • Security MUST understand Business • CISO report to CFO • Customer Guidance Program • Hire Better Designers • Must Speak Human New job functions
  78. 78. Software Challenges • Better Design • Perfect Releases • Develop Self Heal • Dev Owns Support • Route Straight to Dev • Dev VP Report to Customer / CFO • Cost of Each Error New job functions
  79. 79. What About the Service Desk? •Liason Between Business and Tech •MUST Understand the Business Side •Design, Maintain Self Service Platform, Processes •Train Customers •Provide Productivity Value
  80. 80. Big Picture • C-level understanding • Dedicated Resources • Strategic Plan • Funding • Multi-Year Commitment
  81. 81. Resources • AI & The Future of Work | Volker Hirsch | TEDxManchester • KCS v6 Practices Guide • • EdX, MIT, IBM – Automation Courses • Harvard CS 50 – Free online (YouTube, FB, Insta) • Hacktoberfest (freecodecamp) • Google
  82. 82. Questions / Discussion Need Help? Feedback? Want to Chat? 916-941-5861
  83. 83. Total Quality and Leadership Strategies For Service Support Customer Service Based on Disney Institute and HDI Best Practices and Standards By Lee Weekley
  84. 84. Agenda • Students will learn the secrets to success of customer service giants like HDI and the Walt Disney Company. • Students will learn inside secrets and tips from these two industry leaders on important customer service aspects such as the following: – Leadership – Coaching and Mentoring – Culture and its importance – What customers want – Becoming a customer service master – Active listening – Customer Perception – Controlling emotions – Golden rules for customer service – Walt’s insights – Disney’s secret to success 2
  85. 85. The Walt Disney Company • The Walt Disney Company has been in business since 1923 • The Walt Disney Company “has remained faithful to their commitment to produce unparalleled entertainment experiences based on the rich legacy of quality creative content and exceptional storytelling • Additionally, the company launched its first completely live action film and in 1954 • In 1955 The Disneyland resort opened its gates to the public and 1971 Walt Disney World Orlando opened 3
  86. 86. One of Disney’s Key Secrets to Success- The Quality Program • The program is built on a quality life cycle or the Service Compass- consisting of the following: – A Service Theme focusing on Guestology – Quality Service Standards – Delivery System – Integration • The service cycle actually begins with the needs, wants, perceptions and emotions of its guests and analyzing that experience from the Guest’s perspective • The magic of Disney’s customer service is paying attention to details. 4
  87. 87. Disney Starts Their World Class Quality Program-Traditions • When Disneyland was created in 1955, an orientation to the parks was held for all the newly hired “Cast Members.” This orientation built by Van France and Dick Nunis became known as “Traditions”. • Four Service Standards were established: – Safety – Courtesy – Show – Capacity • “Capacity” later evolved to ”Efficiency,” • They are taught to all Disney cast members (employees) at So powerful were these ideas that entire programs at the Disney Institute around these concepts were created • The Seven Service Guidelines of Disney were named after the Seven Dwarfs. 5
  88. 88. Disney Enhances Traditions Program by Adding the Quality Service Basics • To ensure the guests experience and enhance the Disney magic they created the service basics: – I project a positive image and energy. – I am courteous and respectful to all guests, including children. – I stay in character and play the part. – I go above and beyond. – I ensure a memorable first impression – I communicate the heart and soul of the organization first – Speak the service language • Beneath each of these were specific behaviors like “smile” and “look approachable” 6
  89. 89. Later Disney Enhanced the Quality and Leadership Program into a Tiered Effect • Safety – I practice safe behaviors in everything I do – I take action to always put safety first. – I speak up to ensure the safety of others • Courtesy – I project a positive image and energy – I am courteous and respectful to guests of all ages – I go above and beyond to exceed guest expectations – Never call guests users, they are customers • Show – I stay in character and perform my role in the show – I ensure my area is show-ready at all times • Efficiency – I perform my role efficiently so guests get the most out of their visit – I use my time and resources wisely – Know and follow all safety policies and procedures – Safely deliver on courtesy, show, and efficiency. – Be aware of surroundings and the hazards that may be present 7
  90. 90. Disney Holds its Leaders to an Even Higher Standard • The Walt Disney Company has also kept the Disney Leader Basics and has created the same tiered effect between actions and behaviors for all leaders. • Five Keys Basics: Disney Leader Basics – I lead with a positive attitude and demonstrate commitment to cast members – I know and manage my operation and teach it to cast members – I put service above self – I recognize and hold cast members accountable for delivering the four key basics – I will coach my cast members to achieve more 8
  91. 91. Disney Leadership TIPS • As a Leader ensure you are: – listening to your team – taking time to have informal conversations with your team weekly – listening to your customers – coaching and mentoring – statistically measuring your professionals – establishing team performance goals – inspiring your professionals – celebrating with your professionals – challenging your professionals to improve 9
  92. 92. Leadership Coaching •Why is coaching important for a leader? •According to HDI and Disney Leaders should coach for the following reasons: – To teach them what they do not know – To teach them politics – To teach them how to get things done – To be in-the-know – To teach the values and beliefs of the organizational culture – The is too much to learn in a very short time period – To give advice on how to be successful within the organization – The expectations of the new job are overwhelming with the sheer volume of tasks and responsibilities 10
  93. 93. Leadership-Mentor •According to HDI and Disney Leaders should Mentor for the following reasons: • Serve as a role model • Lead by example • Walk the talk • Listens to your concerns • Be here in the now • Prompt others to analyze their performance • Build your confidence and self-reliance • Be there when you need them the most • Empowers you to make decisions • Act as a model for professional growth 11
  94. 94. Disney’s Four Fundamentals that Keep it Ahead of its Competitors • Leadership excellence • Cast experience • Guest satisfaction • Financial results and repeat business 12
  95. 95. Disney Secrets • Disney says there are several secrets to being successful in really satisfying your customers. • It’s about more than just making them happy, it’s about giving them an experience they will remember forever • It’s about becoming a part of their lives, their memories, their passion • That is Disney’s mission and goal, everything else is secondary. • Always smile, make eye contact, answer the phone with a smile • It’s all about service, immediate service recovery • Display appropriate body language and tone • Preserve the magical guest experience • Thank each and every guest, every time 13
  96. 96. Disney Secrets-Culture • Disney creates a successful culture • It is presented up front • Trained consistently • Communicated constantly • Supported through a caring environment • Disney Commits every element of the organization – from the design of the infrastructure to the interaction between Guest and Cast – to the creation of an exceptional experience 14
  97. 97. Creating a Consistently Excellent Experience • Really understand your guests and give them more than they want. • Make life easy for your guests • Help your guests help you deliver what they want. • Translate the vision and the brand to all levels of the organization • Even Cinderella needs a smoke break 15
  98. 98. Why Disney Delivers a Stellar Guest Experience • Disney’s aim in not to just exceed guests expectations but to ALWAYS exceed guest’s expectations. • The front line is the bottom line • Find out a guest’s wow moment and share it. • When you are have to say no to a customer turn it into a wow moment. • Hold staff accountable no matter how far up or down the chain they are. 16
  99. 99. The Four Star Traits of the Customer Service Master • Compassion-The act of caring about the well- being of another person • Empathy- This is the ability to connect with another individual emotionally • Listening- This means your sole focus is on what your user is saying • Respect-This is important and you must treat all customers with respect regardless of how you feel about them 17
  100. 100. So who is a Customer • A customer is defined as “someone who depends on the timeliness, quality, and accuracy of your work.” • Customer service is the ability of an organization to constantly and consistently exceed the customer's expectations 18
  101. 101. Four Main Things Customer Want • Friendly, Caring Service • Flexibility • Problem Resolution – Take responsibility – Help them figure it out • Recovery 19
  102. 102. HDI and Disney Say Service Support Professional Must have the Following:  Excellent communication (Speaking and Listening)  Excellent customer service  Temperament for all kinds of customers (Including Irate Customers)  Capacity to analyze and solve problems  People skills vs. Technical skills 20
  103. 103. Cultural Sensitivity 1. Remember to be aware of your own biases and cultural sensitivities and keep them in check when dealing with customers 2. Be careful not to accidently insult the customer due to a language barrier 3. Speak clearly and adjust rate of speech as needed 4. Value cultural differences and respect them 5. Be open to learning and be patient 21
  104. 104. Strategies for Cross-Cultural Communication 1. Actively Listen 2. Match the customer’s communication style in a professional manner 3. Use standard expressions –no slang 4. Use simple sentences- no tech talk 5. Adjust the rate of speech 6. Inform the customer if you cannot understand him or her 7. Pause to consider what is being said and repeat what you are told via paraphrase to ensure understanding 8. Ask the customer to repeat if needed 9. Use close-ended questions where needed 10. Confirm with follow up email after resolution 22
  105. 105. LISTENING SKILLS  The first lesson to solving the issue:  Make statements  Ask questions  When you fail to listen closely:  You will hear what you want to hear  You will hear what you expect to hear  You will not recognize the difference between a – Statement – Question 23
  106. 106. VOICE REFLECTION  YOUR VOICE ENERGY- Reflects your attitude and enthusiasm. RATE OF SPEECH- 125 Words Per Minute. PITCH – vary your tone and inflection. VOICE QUALITY (Diction) 24
  107. 107. When is the Customer Satisfied? The Customers Perception vs. Your Perception  THAT SOUNDS GREAT  THANK YOU  I AGREE  I UNDERSTAND  YOU HAVE BEEN HELPFUL 25
  108. 108. Disney’s Guide to Controlling your Emotions • Red Stop: Calm down. Think before you act • Yellow: Think of a range of things you can do • Green: Chose the best one 26
  109. 109. Disney’s Guide to Dealing with Angry Customers • Pause and keep calm • Don’t try to use reason while they are angry • Express empathy-A sincere expression of empathy can be a powerful way to start calming down the customer 27
  110. 110. Disney’s Teaches their Cast Members to be Excellent Listeners • Disney notes that a major key to their success is teaching their cast members to be excellent listeners • Disney teaches ten keys to being a good listener – Stop talking – Lose distractions – Focus – Keep open mind – Use physical and verbal responses – Let other people finish what they are saying – Ask clarification questions – Repeat back what you have heard – Silent or pause doesn’t mean jump in and speak – Be sensitive to non-verbal cues 28
  111. 111. Disney’s Golden Rules for Customer Service • Use humor carefully • Never pretend you know what you are doing • The power of positive • Help the customer find a work around • Partner with your customer • Be a valuable resource • Teamwork • Do one more thing 29
  112. 112. Disney’s Insights on Dealing with Angry Customers • Maintain your calm • Be empathetic • Listen to the customer • State the following – I know this is frustrating for you – I’m sure I would feel the same way – I am very sorry this happened to you – Let me help resolve this issue • Know your limits • Escalate when needed 30
  113. 113. Walt’s Insights • Separate on-stage and back-stage presence. • Safety is not negotiable-End of Story. • You have two ears, two eyes and one mouth, use them in that ratio. 31
  114. 114. Walt’s Insights Continued • Be guest-centered (in our case customer- centered) Based on Guestology -the study of what guests like and don’t like and want and don’t want. • Guests greatest desires-our customers have the same desires as Disney’s guests and we need to deliver the same service to them  Make me feel special  Treat me as an individual  Respect me  Be knowledgeable  Take Ownership 32
  115. 115. So What is the Disney Secret? • Every cast member is encouraged to be proactively helpful. • The secret to Disney’s success isn’t magic pixie dust; it’s much easier to replicate. It’s a well- trained, enthusiastic and motivated work force. • Exceeding guests’ expectations is a standard call to duty. 33
  116. 116. Thank you! Please complete your survey 34