Customer Service Training Activities
“It’s not my fault, but it is my problem.” When it comes to customer service training, being a copy cat isn’t always a bad thing.
Disney coined the above mantra in order to articulate the responsibility employees have when handling issues that arise. And Disney is known for handling issues very well.
Renowned for excellent customer service Disney has a unique and creative delivery of a great experience. So great that Disney began a training institute to help other businesses emulate similar service standards.
But their product is so unique, how does that work in a business totally unrelated to cartoons and fantasy?
Well in fact. The creativity surrounding Disney’s service arose through meticulous attention paid to detail and the subsequent necessity to solve small, often overlooked issues. For instance, the staff’s uniforms are bold and colorful not just to align with Disney’s fun atmosphere, but to make it easier for visitors to spot employees. That same thoughtful and purposeful attention and action can translate effectively in any organization and industry.
Another fundamental tactic of Disney’s is preset responses to frequently asked questions. Training employees to give certain answers reduces the risk for miscommunication and potential frustration and offense. This is another method can be instituted in any business.
Several years ago, Miami International airport utilized the institution to improve its terrible customer satisfaction ranking. Although an airport and amusement park seem a far cry from one another with regard to the product and service being provided, they were very similar in plenty of the aspects that proved to be issues with customers. For example, the airport was able to adopt the bold uniform tactic, and used some of Disney’s coined terms and waiting line systems as well.
The important lesson the Disney Institute teaches to all businesses is that in training employees, look to other successful businesses, even the ones seeming ‘irrelevant’ to yours for ideas and models of best practices.
Why take the time and risk to test something when someone out there already did the dirty work?
Tags: Training employees in customer service; company training for customer service; business training for customer service; customer service office training, training methods for customer service.
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Tags: Training employees in customer service; company training for customer service; business training for customer service; customer service office training, training methods for customer service
