Disney’s Approach to Quality Service

DeGroote School of Business, Executive Education is proud to bring Disney Institute and this one-day professional development program focusing on Disney’s Approach to Quality Service to Burlington on June 12, 2017!

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.

As to Disney artwork/properties: © Disney

Event Sponsor:

sponsors Disney’s Approach to Quality Service

Meridian is inspired by best-in-class organizations such as Disney, and are proud partners of the DeGroote School of Business’ offering of Disney’s Approach to Quality Service. –Sue Bennison, District Vice-President, Meridian Credit Union   


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  • Dates and Fees

    Burlington, ON

    Monday, June 12, 2017.

    8:00 a.m. – 4:00 p.m.

    Program Registration includes:
    Breakfast, Lunch, Snacks and Parking
    1 Day of Disney Institute Professional Development
    $695.00 +HST

  • Who Should Attend?

    This program is designed for managers, leaders and those interested in discovering how to improve the customer experience and raise the standards of quality service in their organization.

  • The Setting

    Royal Botanical Gardens
    680 Plains Rd. West
    Burlington, ON
    L7T 4H4

  • Learn More

    For more information, please contact Lynn Petruzzella at petruzl@mcmaster.ca or by telephone at 905-525-9140 Ext. 20509.

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