Critical Elements of Customer Service: Help Students Improve Their Skills
Disney Parks are known around the globe for providing outstanding customer service. From replacing a dropped ice cream free of charge to searching for a purple balloon for a boy with special needs after they were sold out, employees go the extra mile to make the parks the “happiest place on earth.”
The company’s customer service philosophy is centered around its mission statement: “We create happiness by providing the best in entertainment for people of all ages everywhere.”
This common purpose is the essential foundation on which all of Disney’s service decisions are developed.
This customer service philosophy has become part of Disney culture — the set of shared attitudes, values, goals, and practices that characterize the company. In fact, providing good customer service is so ingrained in every employee that they are trained to answer questions that may be outside of the purview for their job, and to ensure their work area is always “show ready,” they will pick up litter even though that’s not in their specific job description.
In Velsoft’s Critical Elements of Customer Service softskills course, culture is one of the six elements on which the course is based.
Customer service guru Shep Hyken says: “The reason an organization can deliver good or bad customer service comes down to one thing; what is happening on the inside of that organization. To sum it up in one word: culture.”
Hyken says if a customer service culture isn’t cultivated, customers will be affected. And if they’re negatively affected, they’ll leave.
Paying attention to and improving customer service is essential in today’s business world, and that’s where Velsoft’s Critical Elements of Customer Service comes in.
While it isn’t a new course, Critical Elements of Customer Service has been revamped to improve its flow, with the first day focusing on the six critical elements, and the second day expanding on these principles through additional tips for perfecting one’s customer service. We also added a new section that teaches reflective practice as a way to enhance how one deals with customers.
Check it out here, and take steps today toward improving the customer service skills of your students.