Costa Leadership Institute at NWFSC welcomes Disney Institute

Special to The Log

Disney Institute is bringing its renowned professional development course, Disney’s Approach to Quality Service, to the Emerald Coast on Wednesday, May 20.  Hosted by the Costa Leadership Institute at Northwest Florida State College, the one-day event will help area professionals determine how they can differentiate their service to become a provider of choice and understand the processes necessary to develop a culture that consistently delivers that exceptional service. This day of Disney Institute training will offer time-tested Disney business insights that can help in assessing and improving an organization.

Disney’s Approach to Quality Service, which is sponsored by Beach Community Bank, Courtney Simpson State Farm, HarborWalk Village and Okaloosa County Clerk Circuit Court, gives participants the chance to explore how customer experience insights and time-tested examples from Disney Parks & Resorts worldwide can provide relevant illustrations and engaging stories to help organizations deliver the type of long-term results they are capable of delivering.        

Excellent service does not simply come from a friendly transaction or helpful technology. It is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 90 years of world-renowned customer service, no one understands this better than Disney.

With a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they feel valued and appreciated and will make sure their customers do as well.

What You Will Learn

Adapt time-tested Disney business insights to assess and improve your organization.

Determine how you can differentiate your service to become a provider of choice.

Design quality service standards to create a consistent service experience.

Use tools to gauge the needs, wants, stereotypes and emotions of your customers at an individual level.

Understand the processes necessary to develop a culture that consistently delivers exceptional service.

Recover effectively from a service failure and turn it into an opportunity to strengthen customer relationships.

Registration is $235 and includes all course materials as well as breakfast and lunch.  For more information or to register, call 850-729-6880 or email leadership@nwfsc.edu.