The Magic of Exceptional Customer Service

On-Demand Webinar

Due to contractual obligations, we are no longer able to share the archived video with you. However, we do have the transcript (PDF, 52 KB).

Description

Doug’s Walt Disney University training experience provides fascinating stories, unique insights, and invaluable lessons. Learn how certain skills, attitudes and behavior contribute to delivering exceptional customer service.

Doug’s active listening strategy, R.A.P.S. introduces techniques for improved communication, building internal and external relationships, and handling unpleasant confrontations. His well-known "Life as Tigger" story animates how employees can positively address intra-departmental strife. He also shares Disney’s "SCSE" comprehensive service philosophy to illustrate how Disney achieves and maintains service excellence and loyalty.

What You'll Learn

In this webinar, Doug Lipp will teach:

• The secret for creating Disney-style “magic” in your agency
• The skills, attitudes and behaviors for great customer service
• How to build internal and external relationships
• Key management and teambuilding strategies used by world-class organizations.

About the Presenter

Doug Lipp is an internationally acclaimed expert on customer service, leadership, change, and global competitiveness. For more than 30 years Doug has inspired and challenged over 1,000 audiences and 200,000 individual attendees. His combination of high energy entertainment and thought-provoking lessons is contagious, motivating audiences around the world to maximize both personal and professional success.

Formerly the Head of Training at Disney’s Corporate Headquarters, Doug provided the famous Disney University "Traditions" program and developed leadership courses for Disney executives.

Fluent in Japanese, Doug was on the start-up team for Tokyo Disneyland, Disney’s first international theme park. After leaving Disney, he co-founded, with a Stanford University professor, the Intercultural Relations Institute. Based upon his rich career at Disney, plus his work as an international consultant for some of the world’s most admired corporations and business leaders, Doug explores the strategic necessity of why all companies must now think globally, and act locally. Learn how companies such as IBM, Starbucks, Procter & Gamble, Siemens, and Intel have benefited from those lessons.

He is the author of numerous articles and seven books on leadership, customer service, and international business, including his two most popular: The Changing Face of Today’s Customer: How to Attract and Retain a Diverse Customer and Employee Base. With a foreword by renowned business leader Peter Ueberroth, head of the U.S. Olympic Committee and Ken Blanchard of One Minute Manager fame, The Changing Face addresses how businesses can thrive in this era of cultural diversity and global competitiveness. Doug’s other most popular title is Even Monkeys Fall from Trees: The Art and Science of Outstanding Customer Service, which focuses on a balanced approach to service, leadership, and teamwork.