The Magic of Exceptional Customer Service

Course Description

Doug’s Walt Disney University training experience provides fascinating stories, unique insights, and invaluable lessons. Learn how certain skills, attitudes and behavior contribute to delivering exceptional customer service.

Doug’s active listening strategy, R.A.P.S. introduces techniques for improved communication, building internal and external relationships, and handling unpleasant confrontations. His well-known "Life as Tigger" story animates how employees can positively address intra-departmental strife. He also shares Disney’s "SCSE" comprehensive service philosophy to illustrate how Disney achieves and maintains service excellence and loyalty.

What You Will Learn

In this webinar, Doug Lipp will teach:

• The secret for creating Disney-style “magic” in your agency
• The skills, attitudes and behaviors for great customer service
• How to build internal and external relationships
• Key management and teambuilding strategies used by world-class organizations.

Who Should Attend

This course is for everyone—web managers, public affairs officials, communications personnel, contact center workers, and anyone involved in a public outreach or citizen engagement initiative. These customer service principles will be useful to anyone.

About the Instructor:

Doug Lipp