customer – Disney Creativity and Innovation Keynote Speaker

Disney Institute Customer Service, home

mountains and lake — Far off the beaten path.

If i never try anything, i never learn anything. If i never take a risk, i stay where i am.

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This website is about our HOME. This is the fifth of five daily, differently-themed blog posts about: (1) mind, (2) body, (3) spirit, (4) work, (5) home. To return to Mid Life Celebration, the site about MIND, click here.

Now ya know, you’re welcome

My Disney Experience App Cast Compliment screen — Riley, at Disney’s Contemporary Resort Merchandise, was waving to Monorail Guests every time a monorail went by. It wasn’t his job. His job was to work the cash register.

The secret to success, in any domain, is intentionality.

We live a life by default or by design.

At Disney it’s ok to be off-task (your job) if you are on-purpose (making others happy).

Now ya know.

Better late than never.

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.think .differently

Take a couple ‘audience pop ups”.

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Goal

You know the answer.

i know you know the answer.

How?

Because everyone who’s in customer service knows this. It’s the first and most important thing you have.

What is the supreme goal of every single customer service interaction?

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Bullseye, not the target

Three universal truths:

The goal isn’t to consistently hit the target.
And likewise, the goal isn’t to consistently hit the target, and occasionally hit the bullseye.
The goal, above all goals, is to consistently hit the bullseye.

Ps. Customer Satisfaction (hitting the target) is dangerous.

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