Presented by: Nicole Cozzi Graduate Assistant at Florida International University at The Biscayne Bay Campus

Transcription

1 Presented by: Nicole Cozzi Graduate Assistant at Florida International University at The Biscayne Bay Campus

2 Describe Disney s vision for quality service and initiatives Connect the world of hospitality to higher education Define quality service and its connection to student development Provide example how current institutions are using Disney practices to provide excellent service to their students

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4 Evokes feelings of Fun, Excitement, and Happiness Proven model of worldwide service excellence It s transferable across industries We re both high contact people industries Its relatable

5 Why do you think that Disney tries so hard to create an environment that focuses on positive emotions? Happiness = Return business = $$ Why do you think that a university focuses to such a great degree on customer service practices? Happiness = RETENTION

6 N.Raisman & Associates personnel

7 Nation-Wide 1 student/ $20,000 = $100,000 Average loss per institution is $9,910, over the average six-year graduation timeframe Each student costs $5,200 to replace 50% lived in housing at $7,800 each

8 The 6-year graduation rate was 50% in % said the No. 1 reason they were struggling to finish their degree was that the classes they needed were full. Only half that number said money was the issue.

9 Overmanagement of Details

10 Overmanage the details that most would overlook Be intentional where others are unintentional Think to a greater degree about the details

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12 Disney views the following as equally critical to creating a positive guest experience. Setting Wherever you meet your guest Process Efficiencies, Technology, Flow, Accommodations Cast You, me, and

13 Quality service is the consistent execution of quality standards through all delivery channels at all touch points.

14 Everything speaks Disney uses the terminology on stage and backstage to differentiate various levels of show. At every entrance to on stage areas, there is a mirror for cast members to check their costume and to remind them to smile. With your neighbor, brainstorm 1-2 examples of how you can impact the service setting within your work environment.

15 At Disney, every cast member is responsible for creating a seamless, positive, experience for park guests. Maintaining a clean setting encourages guests to assist in cleanliness. IIMJ: It Is My Job

16 Exceptional service, though carefully architected backstage should look spontaneous and personalized on stage.

17 Disney spent billions of dollars creating the FastPass+ system, allowing families to streamline their wait times and to pre-plan their visit to favorite attractions. This process saves hours of time for guests. With your neighbor, brainstorm 1-2 examples of how you can impact the service process within your work environment.

18 The bedrock of the human element of service delivery is delegation to the lowest possible level (coupled with good training.)

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20 We Create Happiness For people of all ages, everywhere. Service Standards: Safety (We create happiness by ensuring everyone is safe) Courtesy (We create happiness by being courteous in our interactions) Efficiency (We create happiness by being efficient with our processes) Show (We create happiness by maintaining a certain image)

21 Make Eye Contact & Smile Greet and Welcome Each & Every guest Seek out guest contact Provide Immediate Service Recovery Display appropriate body language Preserve the magic Thank every guest

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23 Disney says that there are many instances where giving one guest what they want may provide bad service for other guests or may go against company values. Shortly after the gates open for the Beauty & the Beast stage show at Disney s Hollywood Studios, two men move quickly to the front, middle section and place coats over 20 seats, saving them for their family. On the day the residence halls close for winter break, a student comes to the office saying that he left his laptop in his neighbors room and that the neighbors have both left for break. He wants to be let in to get it.

24 Strive to provide a Yes, I'm happy to response When you have to tell a customer no Listen carefully to understand the request Repeat the stated need to ensure understanding Always provide a reason why the answer is no Always provide an alternative solution Seek ways to exceed expectations/ show care

25 A dad, on his first trip to WDW, climbs over a safety fence at the Big Thunder Mountain Railroad attraction so that he can get a great photo of his daughter as she exits the rollercoaster. With your neighbor, develop a No, but yes and response for these scenarios

26 The ball is dropped when You know you are not able to provide the service that the resident/ parent expects. Someone leaves angry or upset with the resolution You observe a peer provide poor service Our facilities (setting) doesn t perform as designed Someone else creates a problem that is perceived as our fault You should: Record the guests name and contact information Follow up, or contact your supervisor and ask them to follow up Offer suggestions to your supervisors on ways we can be proactive to prevent similar situations

27 Examples of instances when we provide recovery: Fire sprinkler damage Bag, remove, launder, return student items Ongoing illness Check on student, send get well card Major facilities problem Relocate student, send Tech Treat Broken student possessions (our fault) Replace items Misplaced Mail Call USPS for the student,

28 What Can I do? Added money to meal plans Swag basket Staff/Faculty Parking Pass Hand Written Notes Follow up conversation(s) Incident specific/ appropriate

29 Cockerell,L. (2008). Creating magic: 10 common sense leadership strategies from a life at Disney. London, United Kingdom: Random House Group. Waters, A. (2009). Cost of student attrition causes concern as colleges reveal figures. Nursing Standard, 24(11), 5. Texas Tech University Student Housing