The Service Culture. Great service cultures have defined the following tenets:

• Everything Speaks - Whatever the customer sees, touches, hears, or experiences, sends a message about the service you deliver
• Every Customer a VIP - How do we define a VIP and how do we provide VIP service?
• Walk in the Shoes of the Customer - Service measurement is important, but they do not replace the task of walking in the shoes of the customer.
• Watch Your Language - Great service cultures shape their own language. We’ll look at how that impacts the service rendered.
• Good Show vs. Bad Show - This is foundational to creating an uninterrupted customer experience.

Understanding the Customer.  What is the customer’s perspective? What is their view of your products and services? We will look at the paradigm customers have of the service you give and what you can do to impact it.

Service Mission.  Most businesses have some sort of mission statement. We explore the notion of a service theme that’s very different. That service mission or theme gives direction to employees about what their primary role is within the organization. We will explore with you how other businesses have taken that same concept and adapted it to their own setting.

Establishing Service Standards.  Additionally, great service cultures have established service principles their employees use to assess and judge the service they deliver. These few simple words carry enormous meaning and priority within the organization. Again, we will see how other businesses have created their own service standards.

Providing Service Recovery. What do you do when things don’t go right? It happens, and the best measure of service is having the right people fix a breakdown in the right way at the right time. Mapping the Service Experience. We contend that the experience is different than just delivering service. It’s what differentiates Disney®, Starbucks®, Lexus®, and other companies from their competition. It also creates a higher profit margin. We will examine what you need to do to differentiate yourself in the marketplace by the experiences you create for your customers.

Developing a customer loyalty strategy. We’ll revisit the strategic plan to further identify what a “wow experience” is for our guests and utilize that information to create transformative and fun experiences throughout the park. We’ll utilize the integration matrix in helping us to develop this strategy.