News: Customer Service/Care
Disney Institute carries out customer service training
01 November 2007
There is a polite way to answer the question "What time is the three o'clock parade?", and customer service training can help employees get it right.
The Disney Institute, a unit of the Walt Disney Company, operates corporate customer service training that helps ensure staff adhere to the maxim: "The customer is always right."
Although some people may think Disney would not have much to tell them in terms of the way customers are treated, the institute has helped customers including Delta Air Lines and Chrysler improve their customer service levels, the Associated Press reports.
"Many organisations think they're different from Disney, and therefore can't learn from an entertainment or a parks and resorts business," said the company's Bruce Jones.
"But then when they get here and work with us a little bit, they find out ... these principles and similarities are transferable across industries, across cultures, and across different sizes and shapes of organisations."
The institute's customer service training teaches all kinds of skills, many of which were devised by Walt Disney himself.
Recently a group of employees of Devon County Council received awards for their customer service skills from the Institute of Customer Service.
