Objectives with Disney Model Inspiration
Our training program is inspired by the principles that have made Disney the world benchmark for memorable experiences. Based on its philosophy of service excellence, servant leadership, and a strong organizational culture, we adapt these best practices to transform how your organization creates value through every customer interaction.
This inspiration did not happen by chance. At age 10, during a family vacation, I had the joy of visiting Disneyland in Los Angeles with my uncles René and Vicky, experiencing the magic of service designed to thrill and transcend. At 18, I visited Disney World in Orlando, deepening my admiration for their impeccable experience philosophy. Since 2000, I returned with a new perspective: taking my children and witnessing in their eyes the same awe that marked my childhood.
These experiences planted a seed that later shaped my professional vocation. Today, that vision translates into a commitment: to strengthen identity, commitment, and responsibility among collaborators, building customer-centric cultures that create true competitive advantage.
Target Audience
Our program is designed for all collaborators across all hierarchical levels: front-line staff, whether working from home or on-site - customer service agents, operators, telemarketing teams, call centers, contact centers, collection agents, sales representatives, commercial executives, administrative, operational, logistics teams, and department leaders. Designed for service, commercial, industrial, and government organizations, our approach is inspired by the Disney Model to transform every interaction into a memorable experience.
- Reskilling
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Reskilling means retraining collaborators, developing new skills so they can take on different roles within the organization. Inspired by the Disney Model, we believe in the power of transforming talent, sending a clear message of trust in their potential. This strengthens identity, fosters accountability, and avoids the costs and time involved in hiring and onboarding. Reskilling makes us more versatile and adaptable - essential for creating experiences that truly transcend.
- Upskilling
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Upskilling involves enhancing collaborators’ skills to elevate them within their current roles. From a Disney Model perspective, we train teams to close skills gaps, stimulate growth, and enhance their contribution to creating unique experiences. Collaborators strengthen their knowledge, increase their commitment, and become ambassadors of a client-centric culture. Upskilling makes us more expert and relevant in every interaction.
Reskilling and Upskilling: Evolving Towards Excellence
Objectives
Upon completing the program and depending on the defined schedule, your team will be prepared to elevate their performance, inspired by Disney Model principles, and capable of:
- Raise awareness of the customer's central role, understanding their direct impact on the organization’s sustainability and growth, Disney-style.
- Understand the power of Moments of Truth and become generators of memorable experiences that drive customer loyalty.
- Develop empathy, putting themselves in the customer’s shoes, understanding their needs and emotions, just as Disney cast members do.
- Acquire solid technical foundations to consistently elevate service quality toward excellence.
- Renew and reinforce customer service knowledge by integrating new approaches and insights aligned with best hospitality practices.
- Self-motivate for continuous improvement in customer focus, cultivating passion and commitment inspired by the Disney Model.
- Understand Emotional Intelligence as an essential tool to genuinely connect with customers and effectively manage their emotions.
- Strengthen communication skills to handle and resolve complaints and claims with professionalism and warmth, turning challenges into loyalty opportunities.
- Implement the 4S Model (Silence, Smiles, Systems, and Solutions) developed by Ernesto Yturralde as a practical guide to elevate the customer experience.
- Find new sources of personal motivation and strengthen the sense of belonging, key pillars of service-oriented organizations like Disney.
- Understand that individualism weakens and teamwork amplifies value, strengthening the organization and enhancing the customer experience.
- Create personal commitments to continuous improvement in daily service delivery, raising quality standards in every customer contact.
- Foster the development and maintenance of a Customer-Centric Service Culture inspired by Disney’s impeccable attention principles.
- Achieve competitive differentiation by enhancing individual and collective competencies and cultivating teamwork as the foundation of extraordinary service.
Miriam Leveratto, SCOTIABANK, Lima, Peru
I found the Customer Service course extremely interesting and very useful... the theoretical part was effectively combined with practical exercises in a pleasant way, always keeping us engaged in the presentations...
Program Duration
The objectives described above are broad and can be tailored based on Training Needs Analysis (TNA) and your decisions. We recommend 2 full-day sessions. However, if you need shorter formats, we can adjust accordingly.
* TNA | Training Needs Analysis is the process guiding the development of plans and programs to establish and strengthen knowledge, skills, attitudes, and procedures among collaborators, contributing to their improved performance and achievement of organizational goals.
Quote
We would be delighted to quote our powerful workshops for you. We follow a journey that starts with the TNA and ends with measurable Impact/Results. Contact us via WhatsApp or schedule a Zoom meeting using the pop-up at the bottom right to arrange a custom quote based on your needs.
