Page 16 - Warwickers Customers Count vflip2

Disney Magic 16 Quality Service means exceeding your guests’ expectations and paying attention to detail. Equates to: Exceptional experiences, WOW Factor Guestology: Art and science of knowing and understanding guests (customers) expectations. Equates to: Research and data – demographics and Service Standards psychographics. Guestology compass - needs, wants, Theme stereotypes and emotions of guests. Surveys, listening posts, focus groups, tweets, feedback and data studies. Service Theme: (Mission) To create happiness (How) Guestology by providing the finest in entertainment (For whom) for people of all ages everywhere. Equates to: Purpose, truth, ideals, shared vision, the brand foundation for behaviour, employee driving CUSTOMER CENTRICITY Integration Delivery force and the means to align everything else. Standards: Critical prioritised service standards: Safety, Courtesy, Show, Efficiency. Equates to: The promise, guidance, focus, consistency, decision making. Disney Quality Service Cycle Delivery: Cast members (employees), setting and processes for implementing the standards. Equates to: Cast: First impressions with Disney Traditions orientation, training, generic and job specific performance tips = image and behaviour standards, performance culture = local behaviours, mannerisms, terms and values. Setting: the stage where everything speaks, wherever your customers meet you (touchpoints) - includes DISNEY MAGIC the environment, the objects in the environment and the procedures that enhance the quality of the environment. Processes: operations for cast and setting delivery to deliver results – the engine – the flow and debugging of combustion points, flawed and outdated processes. Process based support includes – cast to guest communication, guest flow and those that require service attention. Integration: combined to create a complete operating system. Equates to: a logical, step by step process matrix where distribution channels - cast, setting and process are merged in pursuit of the service theme and standards – safety, courtesy, show and efficiency.