2. #HDICommunity #HDILeadership @HDICapitalArea
Today’s Agenda
9:00 am—10:00 am: Registration, Networking, & Vendor Tables Open (Continental Breakfast provided)
10:00 am—10:15 am: Welcome & Announcements
10:15 am—11:15 am: Leslie O’Flahavan- Robot Army or Automated Helper: Is Your Support Organization
Ready to Use Bots to Communicate with Customers?
11:15 am—11:30 am: 1st Prize Drawing & Break
11:30 am—12:30 pm: Brandon Caudle - The Best Service is No Service
12:30 pm—2:00 pm: 2nd Prize Drawing* (Lunch Provided), Networking and Vendor Tables Open
2:00 pm—3:00 pm: Lee Weekley - A Service Desk Evolution: Secrets to Customer Services in Accordance
with Disney Best Practices
3:00 pm—3:30 pm: Refreshment/Dessert Break and Vendor Tables Open
3:30 pm—4:00 pm Closing Remarks and Prize Drawing*
*Must be Present to Win
6. #HDICommunity #HDILeadership @HDICapitalArea
What’s Hot at HDI
HDI Industry Award Nominations Close October 31
• Has your work advanced the mission of the service and support industry? Tell us about your
achievements and it might just land you a prestigious award recognizing your professional
excellence! Enter for a 2019 HDI Industry Award today—all finalists get one free registration
to the HDI 2019 Conference & Expo where they will be honored during a special awards
ceremony!
• Also, check out the three NEW award categories!
– Best Customer Experience
– Best Service and Support Culture
– Best Use of Technology
Submit Your Nomination Today
Why submit an HDI award Nomination? Check out this video to learn more.
7. #HDICommunity #HDILeadership @HDICapitalArea
What’s Hot at HDI
Upcoming HDI Leadership Forums Events
• Register for Forum events online!! https://hdiforums.tech.ubm.com/2018/
– November 12-15 HDI Leadership Forum Event
• Forum Group: Higher Education
• University of South Carolina - Columbia, SC
Upcoming HDI Webinars
• Tuesday, October 23, 2018 • 11:00 – 12:00 MT
– Increasing Employee Satisfaction by Reducing Friction
– Speakers: Roy Atkinson
– Cost: FREE
8. #HDICommunity #HDILeadership @HDICapitalArea
Upcoming HDI Conferences
• Service Management World 2018 is just around the corner⎹ Don’t forget to use and share
your chapter promo codes
– Make sure to use and share your promo code to save $200 AND earn some $$$ for
your chapter! (Ask for full details)
– October 15-17, 2018 ⎹ Omni Orlando Resort at ChampionsGate
– Have you signed up for the full-day Golf Outing?!?!
– www.SMWorld.com
• HDI Conference & Expo ⎹ Save the Date: April 9-12, 2019 ⎹ Orlando, FL
– Super Early Bird Savings = Up to $600 Off + FREE 1-day Workshop!
– www.HDIConference.com
What’s Hot at HDI
9. #HDICommunity #HDILeadership @HDICapitalArea
Need more Service Management resources? No problem!
HDI has recently assumed ownership of Propoint Solutions’ portfolio and now offers expanded
service management resources, including comprehensive training and consulting services.
The portfolio consists of 14 training courses, each focusing on key service management
concepts and frameworks including:
– ITIL
– Dev Ops
– Problem Management
– Agile Process Design and Optimization
– Service Restoration
Learn more at ThinkHDI.com/ServiceManagement
What’s Hot at HDI
10. #HDICommunity #HDILeadership @HDICapitalArea
Analyst & Desktop Support Technician
of the Year Nominations
DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information
below and complete the application. Your return is truly a heartwarming event that has become a year end celebration for our teams. Questions:
awards@hdicapitalarea.com
THERE IS A SHORT FORM TO KICK OFF YOUR NOMINATIONS * YOU DO NOT NEED TO BE A MEMBER
1. Go to http://www.thinkhdi.com/events/awards.aspx
2. Select Analyst or Desktop to review the nomination criteria and submit your online nomination by October 24th. The nomination form
requires only the following:
• Help Desk Analyst/Desktop Support Technician’s Name, Company & Contact information
• A paragraph describing the individual’s achievements (why you are nominating them)
• Nominator/Manager’s name and contact information
3. Managers will have an option to answer additional questions to give their analysts and technicians the best opportunity to win.
The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete for the regional award and regional winners
then compete for the global award. The winner of the Regional Analyst of the Year and Desktop Support Technician Award will receive a
free registration to the Annual Conference courtesy of Robert Half Technology.
HDI proudly acknowledges Robert Half Technology as the premier sponsor of the HDI Awards program. Since 2004, Robert Half Technology has
given award finalists the opportunity to be honored as leaders within the technical support industry, attend the industry's leading conference, learn and
grow in their professions, and network with peers from around the globe.
With over 120 locations worldwide, Robert Half Technology provides on-demand technical expertise through a full spectrum of IT staffing services –
from project, contract-to-hire and full-time staffing, to managed IT services and IT solution consulting. To learn more about Robert Half Technology’s
staffing solutions or start your job search, visit roberthalf.com/technology.
12. Bryan Rhoades, RCG
HDI Capital Area Desktop Support
Technician of the Year 2017
Being employed with Reston Consulting
Group (RCG) for the past 4 years has been
amazing. Completing the A+, HDI and
ITIL certifications was a few of my major
accomplishments while at
RCG. Starting withvery little experience as a service
desk technician and being a team player along with
my knowledge and eagerness to lean, I have become
a tier 2 Deskside Technician with exceptional
customer service skills.Supporting the user
community and having the ability to follow
through on difficult tasks defines me was an End
User Technician.
13. Du'Juan Wilson, Erickson Living
Capital Area Analyst of the Year 2017
Du’Juan Wilson is a senior IT analyst with Erickson Living Retirement
Communities. Wilson entered into the IT field in 2013 after researching
and studying IT independently while he worked as a Security Supervisor
at the front desk of Erickson’s Research Park UMBC location. After
building a family bond with Erickson, he moved on to the 3rd floor of
Research Park to work for TEK Systems as an IT Service Desk Shared
Resources Analyst. There Wilson provided tier 1 support for BestBuy,
Sony (SCEA), Visicu, Medimmune, Littler and School Specialty which
ultimately prepared him for what he calls his “dream job” with Erickson.
Wilson studied and played sports at Baltimore Polytechnic Institute and
Salisbury University. Always chasing dreams , he attempted careers as a
professional football player and as an MC (Master of Ceremonies) in the
music industry …. both now are a hobby. As a proud dad of twins and
loving husband, Wilson believes in family, fun, friendship, the
scientific method, humanitarianism, honor, man-vs-food type eating as a
hobby, spare the rod spoil the child, the uncovered lineman is the key to a
successful defense in football, Picard is better than Kirk, playing all
sports, Baloo type back scratching, all day scrabble tournaments,
bleeding Raven purple, all things nerdy, all things unique and LOVE!
14. #HDICommunity #HDILeadership @HDICapitalArea
Lee Weekley: HDI Membership Testimonial
I have been an HDI member for many cherished years. Being an HDI member has not only advanced my career
but also added value and meaning to my life personally.
Professionally, HDI has been one of the most valuable associations I have ever joined. I started off my career as a
tier one service desk agent over 25 years ago and I am now a Vice President of Information Technology because
of HDI. As I was progressing through my career, every time I would encounter a challenge I would turn to HDI and
its team of experts who were always there to answer my questions. The HDI Community, training and certification
programs have increased my knowledge and enabled me to be proactive at work and to resolve issues.
Additionally, becoming part of the HDI family also opened endless doors for me for networking and contacts which
opened tremendous opportunities for career advancement.
More importantly to me is the personal side of my store. As I noted before HDI is one big
family. I never felt this more than when I had my stroke and was in the hospital. I lost my ability to walk, talk, write
and was really down. I really needed encouragement and support. At my lowest time in my life, who was there for
me but my HDI family. I was so surprised to see my HDI family showing up day after day in my hospital room and
others sending me gifts, flowers and cards with words of encouragement. I was receiving notes and letters of
encouragement from HDI members from across the globe who I didn’t even know. It lifted my spirts so much it
gave me the courage to force myself out of that bed and to go on. HDI was so helpful and was there for me in my
time of need. You see that is so much more than just a membership organization. This was HDI in one of its finest
hours.
You see HDI is not just a membership organization, it is a family or caring and loving people across the world that
care about each other and get to know each other. I am proud to be a member of and I would not trade my
membership with this organization for anything. These people are my family, my friends and I am proud to call
them MY HDI! It’s not just a membership, It’s a life changing experience.
15. #HDICommunity #HDILeadership @HDICapitalArea
Leslie O’Flahavan
Leslie O'Flahavan has delivered writing courses for
support center staff, customer service agents, and social
media managers, helping thousands of professionals hone
their customer-focused writing skills. She helps support
organizations train agents to write well in all service
channels, measure the quality of their writing, and revise
and maintain their entire library of canned answers. Leslie
is a Lynda.com instructor and is the coauthor of Clear,
Correct, Concise E-Mail: A Writing Workbook for Customer
Service Agents.
16. #HDICommunity #HDILeadership @HDICapitalArea
Brandon Caudle
Brandon Caudle is a seasoned service and
support industry practitioner and consultant, with
more than twenty years of experience working in
and with Fortune 500 companies. As an industry
visionary, he has driven ITIL and knowledge
initiatives across multiple companies and
countries. Today, Brandon leverages his KCS
expertise, skillset, and experience to assess,
implement, and evolve knowledge and CRM
solutions in the technical service and support
industry across multiple time zones and
geographies. His favorite yoga pose is Savasana.
17. #HDICommunity #HDILeadership @HDICapitalArea
Lee Weekley
Lee Weekley has 28 years experience in the IT Service
Management arena and hold multiple certifications in HDI,
ITIL, ITSM, ISO and is a Disney Customer Service
Instructor. Lee has visited the Walt Disney World Property
over 147 times since opening day and Disneyland over 48
times. He has been a speaker at HDI, Pink Elephant,
ITSMF and has been a member of many community
organizations as well as holding several distinguished
appointments including: member of Governor’s Homeland
Security Task Force, HDI Local Chapter Officer for over 10
years, Ambassador to Small Business for Chamber of
Commerce, Rotarian, Military Affairs Advisory Committee
member, National Small Business Committee member with
National Defense Industry Association, serving member for
the Navy League and member of the Technology
Committee for the Chamber of Commerce.
18. #HDICommunity #HDILeadership @HDICapitalArea
LaTonya Morgan, HDI Capital Area Officer of
the Year 2017
The entire Capital Area team is proud to nominate LaTonya Morgan as our Officer of
the Year. LaTonya has been a long time HDI and Capital Area supporter and
cheerleader! Prior to becoming an officer, LaTonya, supported HDI and the local
chapter including: attending conferences and local chapter meetings, nominating
analyst and desktop support technicians for the annual awards program and
speaking at local chapter meetings. In addition, LaTonya coordinated The MIL
Corporation's significant vendor sponsorship of the localchapter, as well as ensuring
the sponsorship of several regional gatherings at HDI conferences.
As the VP of Programs, LaTonya consistently goes above and beyond the call of
duty. Monica Morrison, VP of Logistics says "LaTonya does this with a degree grace
and style that makes it appear effortless. She often takes on additional last-minute
tasks to make our meetings run smoothly, and she always does it with a warm smile
and heartfelt laughter."
LaTonya has done a fantastic job of gathering the right mix of talent and expertise to
ensure that our chapter meetings provide exciting speakers and up-to-date topics for
our attendees. In addition to bringing together great talent, Tonya plays a major role
in the logistics of the meetings, making sure that we have the best venues, food, and
refreshments.
What we find truly extraordinary about Tonya is that she makes herself available to
assist with meetings even when she can't stay for the entire program and must report
back to work. LaTonya's tireless dedication is
contagious!
22. What’s a bot, anyway?
“A bot is a piece of software designed to perform a
single task, such as finding answers to questions or
automating transactions. A chatbot, an example of
this kind of software, interacts with humans through
conversations.”
23. How bot-using are IT organizations?
HDI’s 2017 survey
on “…what IT
organizations are
doing, planning to
do, and thinking
about…”
24.
25. Bot-introduce yourself
1. Is your customer care organization using any bots
now? If so, please describe.
2. Is your customer care organization considering using
any bots within the next 12 months? If so, please
describe.
3. As a customer, do you interact with any bots?
4. As a customer care professional, how bot-enthusiastic
are you? Why?
37. Try writing a bit of bot conversation
• You’re creating “Fetch,” a bookseller bot running on a
messaging platform.
• Fetch will help help customers choose books in a physical
store or in an online store.
• The bot engages in a natural conversation with the
customer.
• Fetch can prompt customers about how to reply, but it can’t
fully control how customers reply.
• Write a 10-statement conversation (5 for Fetch and 5 for the
customer)
38.
39. I’m not (yet)
an expert on
building bots
I’m an expert on
helping customer
care organizations
communicate with
customers
Are
customer
care orgs
ready for
bots?
43. “Are We Bot-Ready?” Quiz
Answer True or False
1. Our customers must provide their account numbers in
our IVR and repeat them when they speak to a live agent
2. We’d have to delegate the bot development to another
team because no one in customer care has the skill set.
3. Our customer care organization doesn’t play a role in the
big decisions that affect our work. We take a back seat to
Marketing and Sales.
44. “Are We Bot-Ready?” Quiz
4. We have the budget and permission to update our CRM,
so we’re using the version we want to use.
5. Some of the “smart” systems we’re using now are kind
of glitchy.
45. “Are We Bot-Ready?” Quiz
6. Our template library (or our knowledgebase) is
woefully out of date and needs revising, but we
just don’t have the bandwidth to clean it up.
7. Our IVR says, “Listen closely as our menu items
have changed…”
8. Our company routinely makes decisions about
how we’ll deliver service without getting
customers’ input or feedback.
46. “Are We Bot-Ready?” Quiz
9. Our web forms force customers to choose options that
don’t describe their actual problem.
47. “Are We Bot-Ready?” Quiz
10.We accept
customers’
contacts in
channels where
we don’t actually
serve them.
49. Predictions about bots in the near future
"Chatbots will replace the search window…There will be a rapid
decline in app usage. The last three years, we have gone from
brands' desire to have mobile-friendly websites, then apps, and [we]
now expect to see app activity get cannibalized by bots.” Will
Wiseman, chief strategy officer, PHD Media U.S.
50. Predictions about bots in the near future
• “Gartner projects that more than 85% of customer
interactions will be managed without a human by 2020.”
• “At first we’ll see bots added into the customer service mix
as helpers — focused on a few simple tasks — but over
time, we’ll see the entire structure of companies change
and a new phenomenon: “bots in the org chart”. What this
means is that people will manage a mixture of bots and
other humans. In the 10+ year timescale, I believe bots
will actually manage humans, directing their tasks and
activities with AI.” - Rurik Bradbury, Global Head of
Research at LivePerson
55. Who is Brandon?
• 20 Years Tech and Customer
Support across Fortune 500
Companies
• ITIL, KCS, HDI Certifications
• Practitioner, Vendor and
Consultant experience)
• U.S. Army Veteran, Author,
Speaker, Board Game Aficionado
If you attend in person, there’s a a snazzy
picture of my kids here…
brandoncaudle.com
56. Purpose of This Workshop
• Understand “The Big Picture” of A.I., Automation and Tech Support
• Discuss and Analyze the Future
• How does this apply to my job?
brandoncaudle.com
57. brandoncaudle.com
WIIFY?
• Why are You Here today?
• What is the Best Thing that could happen at this event?
• Where do you want to be in Two Years? In Five Years?
59. The Big Picture
• Decades of Robotics /Automation
• Robots do NOT get tired
• Can do mundane and dangerous tasks
• Reduce human errors
• Reduces Human Rights Issues for
Working Conditions
• Higher Productivity
• Increased Revenues
• Better Standards of Living
• Human Work Dedicated to Developing New and Sales
• Organizational Growth
• Random Stuff No One Believes
brandoncaudle.com
72. “…the California crash reports make
clear that humans expect other
humans to bend or break traffic rules,
rolling through four-way intersections,
accelerating to make a yellow light, or
cruising over the speed limit. But his
robots won’t follow suit.”
78. Best Jobs for the Future
• App Developer
• Computer Systems Analyst
• Nurse Practitioner
• Physical Therapist
• Health Services Manager
• Physician Assistant
• Dental Hygienist
• Speech Language Pathologist
• Market Research Analyst
• Personal Financial Adviser
(Kiplinger 2017)brandoncaudle.com
80. Elimination of the Service Desk
(as we know it today)
Highly automated self service
Crowdsourced support
Find innovative new work for (former) Service Desk
brandoncaudle.com
81. Let’s Talk About Support and “Self Service”
01 Reactive support is “the norm”
02 Customer Support of the Future…Today
02.1 Artificial Intelligence, Automation and Machine Learning
02.2 Proactive Support
02.3 Chatbots, Knowledge Articles and Decision Trees
02.4 Self Serve vs Auto-Resolve
02.3 Behind every Avatar is a army of coders (PB&J)
03 How to Get Started!
03.1 What is repeatable and can be automated?
03.2 Anatomy of a Self Service Process
03.3 Jobs for Non-Logical people
brandoncaudle.com
83. Practical Exercise
• What is the last thing you ordered or returned without any human
interaction?
• What are the top repetitive tasks in your company? (does NOT have to
be IT related)
• How can those be automated?
brandoncaudle.com
84. Service Desk and Desktop
Job Elimination or Job Change?
Decrease in:
• Hardware Incidents and Requests
• Access Requests
• RFI / How To Questions
• Software Issues
brandoncaudle.com
86. Hardware Issues Reduction
•Issues, Break / Fix
•Declining
•Backend Work
•Lifecycle
•Up to Date Tech removes ‘Want’ Reason
•Virtual Removes Configuration Time
•Onus on End User Revenue Generator
brandoncaudle.com
New job functions
89. Self Serve vs Auto-Fix
• Structured Q&A to determine the
likely solution and offer up a
knowledge article
Structured Q&A to determine the
likely solution and resolve the issue
90. Access / Request
• 99.9% Automation
• Security MUST understand Business
• CISO report to CFO
• Customer Guidance Program
• Hire Better Designers
• Must Speak Human
New job functions
brandoncaudle.com
91. Software Challenges
• Better Design
• Perfect Releases
• Develop Self Heal
• Dev Owns Support
• Route Straight to Dev
• Dev VP Report to Customer /
CFO
• Cost of Each Error
New job functions
brandoncaudle.com
92. What About the Service Desk?
•Liason Between Business and Tech
•MUST Understand the Business Side
•Design, Maintain Self Service Platform, Processes
•Train Customers
•Provide Productivity Value
brandoncaudle.com
93. Big Picture
• C-level understanding
• Dedicated Resources
• Strategic Plan
• Funding
• Multi-Year Commitment
brandoncaudle.com
94.
95. Resources
• AI & The Future of Work | Volker Hirsch | TEDxManchester
• KCS v6 Practices Guide
• http://library.serviceinnovation.org/KCS_Practices_Guide_v6
• EdX, MIT, IBM – Automation Courses
• Harvard CS 50 – Free online (YouTube, FB, Insta)
• Hacktoberfest (freecodecamp)
• Google
96. Questions / Discussion
Need Help? Feedback? Want to Chat?
brandoncaudle.com
916-941-5861
brandoncaudle@gmail.com
brandoncaudle.com
97. Total Quality and Leadership Strategies For Service
Support Customer Service Based on Disney Institute
and HDI Best Practices and Standards
By Lee Weekley
98. Agenda
• Students will learn the secrets to success of customer service
giants like HDI and the Walt Disney Company.
• Students will learn inside secrets and tips from these two
industry leaders on important customer service aspects such as
the following:
– Leadership
– Coaching and Mentoring
– Culture and its importance
– What customers want
– Becoming a customer service master
– Active listening
– Customer Perception
– Controlling emotions
– Golden rules for customer service
– Walt’s insights
– Disney’s secret to success
2
99. The Walt Disney Company
• The Walt Disney Company has been in
business since 1923
• The Walt Disney Company “has remained
faithful to their commitment to produce
unparalleled entertainment experiences based
on the rich legacy of quality creative content
and exceptional storytelling
• Additionally, the company launched its first
completely live action film and in 1954
• In 1955 The Disneyland resort opened its
gates to the public and 1971 Walt Disney
World Orlando opened
3
100. One of Disney’s Key Secrets to Success-
The Quality Program
• The program is built on a quality life cycle or the
Service Compass- consisting of the following:
– A Service Theme focusing on Guestology
– Quality Service Standards
– Delivery System
– Integration
• The service cycle actually begins with the needs,
wants, perceptions and emotions of its guests
and analyzing that experience from the Guest’s
perspective
• The magic of Disney’s customer service is
paying attention to details.
4
101. Disney Starts Their World Class Quality
Program-Traditions
• When Disneyland was created in 1955, an orientation to
the parks was held for all the newly hired “Cast Members.”
This orientation built by Van France and Dick Nunis became
known as “Traditions”.
• Four Service Standards were established:
– Safety
– Courtesy
– Show
– Capacity
• “Capacity” later evolved to ”Efficiency,”
• They are taught to all Disney cast members (employees) at
So powerful were these ideas that entire programs at the
Disney Institute around these concepts were created
• The Seven Service Guidelines of Disney were named after
the Seven Dwarfs.
5
102. Disney Enhances Traditions Program
by Adding the Quality Service Basics
• To ensure the guests experience and enhance the
Disney magic they created the service basics:
– I project a positive image and energy.
– I am courteous and respectful to all guests,
including children.
– I stay in character and play the part.
– I go above and beyond.
– I ensure a memorable first impression
– I communicate the heart and soul of the
organization first
– Speak the service language
• Beneath each of these were specific behaviors
like “smile” and “look approachable”
6
103. Later Disney Enhanced the Quality and
Leadership Program into a Tiered Effect
• Safety
– I practice safe behaviors in everything I do
– I take action to always put safety first.
– I speak up to ensure the safety of others
• Courtesy
– I project a positive image and energy
– I am courteous and respectful to guests of all ages
– I go above and beyond to exceed guest expectations
– Never call guests users, they are customers
• Show
– I stay in character and perform my role in the show
– I ensure my area is show-ready at all times
• Efficiency
– I perform my role efficiently so guests get the most out of their
visit
– I use my time and resources wisely
– Know and follow all safety policies and procedures
– Safely deliver on courtesy, show, and efficiency.
– Be aware of surroundings and the hazards that may be present 7
104. Disney Holds its Leaders to an Even
Higher Standard
• The Walt Disney Company has also kept the
Disney Leader Basics and has created the
same tiered effect between actions and
behaviors for all leaders.
• Five Keys Basics: Disney Leader Basics
– I lead with a positive attitude and
demonstrate commitment to cast members
– I know and manage my operation and teach it
to cast members
– I put service above self
– I recognize and hold cast members
accountable for delivering the four key basics
– I will coach my cast members to achieve more
8
105. Disney Leadership TIPS
• As a Leader ensure you are:
– listening to your team
– taking time to have informal conversations
with your team weekly
– listening to your customers
– coaching and mentoring
– statistically measuring your professionals
– establishing team performance goals
– inspiring your professionals
– celebrating with your professionals
– challenging your professionals to improve
9
106. Leadership Coaching
•Why is coaching important for a leader?
•According to HDI and Disney Leaders should coach for the
following reasons:
– To teach them what they do not know
– To teach them politics
– To teach them how to get things done
– To be in-the-know
– To teach the values and beliefs of the organizational
culture
– The is too much to learn in a very short time period
– To give advice on how to be successful within the
organization
– The expectations of the new job are overwhelming with
the sheer volume of tasks and responsibilities
10
107. Leadership-Mentor
•According to HDI and Disney Leaders should
Mentor for the following reasons:
• Serve as a role model
• Lead by example
• Walk the talk
• Listens to your concerns
• Be here in the now
• Prompt others to analyze their performance
• Build your confidence and self-reliance
• Be there when you need them the most
• Empowers you to make decisions
• Act as a model for professional growth
11
108. Disney’s Four Fundamentals that Keep it
Ahead of its Competitors
• Leadership excellence
• Cast experience
• Guest satisfaction
• Financial results and repeat business
12
109. Disney Secrets
• Disney says there are several secrets to being
successful in really satisfying your customers.
• It’s about more than just making them happy, it’s
about giving them an experience they will remember
forever
• It’s about becoming a part of their lives, their
memories, their passion
• That is Disney’s mission and goal, everything else is
secondary.
• Always smile, make eye contact, answer the phone
with a smile
• It’s all about service, immediate service recovery
• Display appropriate body language and tone
• Preserve the magical guest experience
• Thank each and every guest, every time
13
110. Disney Secrets-Culture
• Disney creates a successful culture
• It is presented up front
• Trained consistently
• Communicated constantly
• Supported through a caring
environment
• Disney Commits every element of the
organization – from the design of the
infrastructure to the interaction
between Guest and Cast – to the
creation of an exceptional experience
14
111. Creating a Consistently Excellent
Experience
• Really understand your guests and give them
more than they want.
• Make life easy for your guests
• Help your guests help you deliver what they
want.
• Translate the vision and the brand to all levels of
the organization
• Even Cinderella needs a smoke break
15
112. Why Disney Delivers a Stellar Guest
Experience
• Disney’s aim in not to just exceed guests
expectations but to ALWAYS exceed guest’s
expectations.
• The front line is the bottom line
• Find out a guest’s wow moment and share it.
• When you are have to say no to a customer turn it
into a wow moment.
• Hold staff accountable no matter how far up or
down the chain they are.
16
113. The Four Star Traits of the Customer
Service Master
• Compassion-The act of caring about the well-
being of another person
• Empathy- This is the ability to connect with
another individual emotionally
• Listening- This means your sole focus is on what
your user is saying
• Respect-This is important and you must treat all
customers with respect regardless of how you
feel about them
17
114. So who is a Customer
• A customer is defined as “someone who depends
on the timeliness, quality, and accuracy of your
work.”
• Customer service is the ability of an organization
to constantly and consistently exceed the
customer's expectations
18
115. Four Main Things Customer Want
• Friendly, Caring Service
• Flexibility
• Problem Resolution
– Take responsibility
– Help them figure it out
• Recovery
19
116. HDI and Disney Say Service Support
Professional Must have the Following:
Excellent communication (Speaking and
Listening)
Excellent customer service
Temperament for all kinds of customers
(Including Irate Customers)
Capacity to analyze and solve problems
People skills vs. Technical skills
20
117. Cultural Sensitivity
1. Remember to be aware of your own biases and
cultural sensitivities and keep them in check
when dealing with customers
2. Be careful not to accidently insult the customer
due to a language barrier
3. Speak clearly and adjust rate of speech as
needed
4. Value cultural differences and respect them
5. Be open to learning and be patient
21
118. Strategies for Cross-Cultural
Communication
1. Actively Listen
2. Match the customer’s communication style in a
professional manner
3. Use standard expressions –no slang
4. Use simple sentences- no tech talk
5. Adjust the rate of speech
6. Inform the customer if you cannot understand him or
her
7. Pause to consider what is being said and repeat what
you are told via paraphrase to ensure understanding
8. Ask the customer to repeat if needed
9. Use close-ended questions where needed
10. Confirm with follow up email after resolution
22
119. LISTENING SKILLS
The first lesson to solving the issue:
Make statements
Ask questions
When you fail to listen closely:
You will hear what you want to hear
You will hear what you expect to hear
You will not recognize the difference
between a
– Statement
– Question
23
120. VOICE REFLECTION
YOUR VOICE
ENERGY- Reflects your attitude
and enthusiasm.
RATE OF SPEECH- 125 Words
Per Minute.
PITCH – vary your tone and
inflection.
VOICE QUALITY (Diction)
24
121. When is the Customer Satisfied?
The Customers Perception vs. Your
Perception
THAT SOUNDS GREAT
THANK YOU
I AGREE
I UNDERSTAND
YOU HAVE BEEN HELPFUL
25
122. Disney’s Guide to Controlling your
Emotions
• Red Stop: Calm down. Think before you act
• Yellow: Think of a range of things you can do
• Green: Chose the best one
26
123. Disney’s Guide to Dealing with Angry
Customers
• Pause and keep calm
• Don’t try to use reason while they are angry
• Express empathy-A sincere expression of
empathy can be a powerful way to start calming
down the customer
27
124. Disney’s Teaches their Cast Members to
be Excellent Listeners
• Disney notes that a major key to their success is
teaching their cast members to be excellent listeners
• Disney teaches ten keys to being a good listener
– Stop talking
– Lose distractions
– Focus
– Keep open mind
– Use physical and verbal responses
– Let other people finish what they are saying
– Ask clarification questions
– Repeat back what you have heard
– Silent or pause doesn’t mean jump in and speak
– Be sensitive to non-verbal cues
28
125. Disney’s Golden Rules for Customer
Service
• Use humor carefully
• Never pretend you know what you are doing
• The power of positive
• Help the customer find a work around
• Partner with your customer
• Be a valuable resource
• Teamwork
• Do one more thing
29
126. Disney’s Insights on Dealing with Angry
Customers
• Maintain your calm
• Be empathetic
• Listen to the customer
• State the following
– I know this is frustrating for you
– I’m sure I would feel the same way
– I am very sorry this happened to you
– Let me help resolve this issue
• Know your limits
• Escalate when needed
30
127. Walt’s Insights
• Separate on-stage and back-stage presence.
• Safety is not negotiable-End of Story.
• You have two ears, two eyes and one mouth, use
them in that ratio.
31
128. Walt’s Insights Continued
• Be guest-centered (in our case customer-
centered)
Based on Guestology -the study of what guests
like and don’t like and want and don’t want.
• Guests greatest desires-our customers have the
same desires as Disney’s guests and we need to
deliver the same service to them
Make me feel special
Treat me as an individual
Respect me
Be knowledgeable
Take Ownership
32
129. So What is the Disney Secret?
• Every cast member is encouraged to be
proactively helpful.
• The secret to Disney’s success isn’t magic pixie
dust; it’s much easier to replicate. It’s a well-
trained, enthusiastic and motivated work force.
• Exceeding guests’ expectations is a standard call
to duty.
33
