If you really want to explore the Walt Disney Company legacy of quality service, go deep
with our 3½ day program. Immerse yourself in our holistic approach and have the time to learn how to apply our strategies to your organization.
You will have the opportunity to:

     • Travel throughout the resort to experience the ins and outs of Disney quality
service in action.
     • Learn from a Disney leader about applying service standards.
     • Be guided in adapting our successful strategies to your organization.

Opening Session:
Your experience begins with a reception where you will meet your Disney facilitators. They will introduce you to Disney's Approach to Quality Service and show you how to achieve your goals for this program.

Opening Session:
In this opening session you will gain an understanding of how the rich legacy of service
has evolved at Disney Destinations. You will be introduced to some of the tools we use to identify and deliver quality service to our Guests (customers).

Day One:
Service Theme: Understand the importance of an organization’s service theme and how it clearly defines the organization’s purpose.

     • Explore the service theme for Disney Destinations
     • Participate in learning to adapt this principle to your organization

Service Standards: Examine how Disney service standards are prioritized and communicated.

Delivery Systems- Employee: Outstanding service begins with our Cast Members (employees) attitude and extends to every part of the Guest (customer) experience.

     • Investigate the Walt Disney Company Quality Service Matrix
     • Participate in a Field Experience— Travel behind-the-scenes to see Disney quality   service practices in action
     • Learn from a Disney Manager about how service standards are applied
     • Begin to formulate your own Quality Service Plan

Day Two:
Delivery Systems- Setting: Recognize how the physical environment can communicate the quality standards of an organization and motivate employees to maintain them.

     • Participate in a Field Experience— Travel throughout the resort to see specific examples of how setting communicates service standards

Delivery Systems- Process: Determine how to align your organization’s processes to support the continuous delivery of quality service.

     • Listen to a Disney Cast Member (employee) explain the systems used to ensure quality service
     • Craft actions steps for adapting Disney's Approach to Quality Service processes to your organization

Day Three:
Integrate Your Discoveries: Review Disney's Approach to Quality Service and identify how you will integrate your experience to your organization.

     • Participate in a Field Experience— Travel throughout the resort to see the big picture of how the elements come together to create a seamless Guest (customer) experience
     • Finalize your Quality Service Plan

Program Graduation & Luncheon: Celebrate your experience!