Date: 9/24/2012
Time: 7:30 AM TO 4:30 PM

Minnesota State University, Mankato - Centennial Student Union
Centennial Student Union Ballroom
Mankato, MN 56001

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Event Description:


Uncover some of the secrets behind the Disney service culture and processes. In this program, you will examine the time-tested model for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You can then use these ideas to transform and improve your own organization's delivery of quality service.

You will learn how to:
Develop an organizational culture that supports consistent delivery of quality service Evaluate the Disney approach and tailor it to your business. Design quality service standards and processes to raise the level of customer satisfaction. Create metrics to gauge the needs, perceptions and expectations of your customers. Enable employees, settings and processes to convey your quality service commitment. Implement a strategic plan for monitoring the delivery of seamless customer experiences.

AGENDA:
7:30-8:00 a.m......................Check-in/Morning Refreshments
8:00 – 9:30 a.m..................................Defining Quality Service
10:00 – 11:30 a.m........................................Quality Standards
11:30 a.m. – 1:00 p.m. ...................................................Lunch
1:00 – 2:30 p.m. ..............................Service Delivery Systems
3:00 – 4:30 p.m. .............................Integrating Quality Service

program flyer

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Directions:

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