Service Recovery Series

SERVICE RECOVERY SERIES

Below are the “chapters” and objective summaries currently available as video segments in the “Disney U” Doug Lipp, Leadership Magic Online Training Service Recovery series.

 

INTRO | EMBRACE LEADERSHIP & SERVICE MAGIC From Ordinary to Extraordinary

OBJECTIVE: Examine your own experience with the Disney organization and what you can do to become extraordinary. Note: This chapter is automatically included as the opening video in the series.

 

GREAT MOMENTS WITH MR. LINCOLN From Good Enough to The Best Is Never the Best

OBJECTIVE: Explore how to get your “best” instead of tolerating “good enough.”

 

POPCORN EMPOWERMENT Create Service Superheroes

OBJECTIVE: Find ways to empower your employees to deliver solutions with outstanding service.

 

PARKING LOT PRINCIPLE Create Lasting Impressions

OBJECTIVE: Improve the first and last impressions of your organizations customers.

 

EVEN MONKEYS FALL FROM TREES Lead and Learn with Humility

OBJECTIVE: Identify the weaknesses of your Team

 

WE’RE SOOOO GOOD Break the Mold & Move Beyond Arrogance

OBJECTIVE: Identify how your successes may hinder creativity. Recognize if your organization has a status quo or why change culture.

 

WHEN IS A TRAIN NOT A TRAIN? Are We Looking at The Same Thing?

OBJECTIVE: Determine how effectively your team incorporates diverse viewpoints, cultures, or perspectives.

 

HOW CLEAN IS CLEAN? Intercultural Communication

OBJECTIVE: Assess how to bridge cultural gaps using improved communication techniques.

 

WHERE’S MY CAR? Think for Your Customer

OBJECTIVE: Examine how to better manage customer and employee expectations and resolve problems in advance.

 

WHAT TIME IS THE 3:00 PARADE? There Are NO Stupid Questions.

OBJECTIVE: Examine how to better manage the expectations of your customer’s to “plus the show”.

 

LISTEN FOR SUCCESS Transform Complaints into Compliments

OBJECTIVE: Understand how to turn a customer complaint into a competitive advantage.

 

RAPS SERVICE RECOVERY MODEL Emotion Versus Information

OBJECTIVE: Learn to deal with complaints via a step-by-step active listening tool.

 

DISNEY U WRAP UP Inspiration from Three Disney Legends Note: This chapter is automatically included as the closing video in the series.