Zip A Dee Doo Dah Dispatch x102. Over 7,100 Friends & Growing Everyday!

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1 Zip A Dee Doo Dah Dispatch Kevin Willett Kevin@pstc911.com Great in-service training for: Line level professionals, Communications Trainers, Communications Supervisors. ALL Classes are approved for IAED CE Credits! x102 PSTC 2014 Policy Workshop November 3-7, 2014 Redwood City, CA Limited to just 28 students Amazing networking opportunities Featured Monday lecture by Gordon Graham Over 7,100 Friends & Growing Everyday! Join us on Facebook 1

2 Customer service is a helping profession. In-Service training on DVD At Disney, we re helping people and that s a noble calling Emergency Communications is surely a noble cause! Kevin Reminds You That Your team members are your customers too Breaks are essential CISM is a must Meetings are a necessary expense Creature Comforts are an investment in your team The Theory of On Stage Off Stage 2

3 Why Use Disney As Our Example? They are the modern model of customer service Largest single site employer in the world Lowest employee turnover rate of any major company in the hospitality industry You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality." -Walt Disney Intriguing, interesting, fun Disney Traditions: Employee (Cast Member) training begins with a course called Traditions which educates the Cast Members about the company s history and its legacy of superlative Guest service. Disney s Success Secrets Disney s success can be summed up as follows: 1. Legendary attention to detail 2. Exceed people s expectations 3. Theme, theme, theme -For us that is Mission Driven Service 4. Be guest-centered 3

4 Disney s Success Secrets Legendary attention to detail Trash receptacles Guests with special needs Food allergies AED s Fire Inspection Risk Management MSAG Updates Disney s Success Secrets Exceed people s expectations Housekeeper Pacifier Cell phone charger Magic Moments Value added emergencies Dispatch Success Secrets Exceed callers expectations Family Notifications Securing of Property Follow-up Magical Moments & Take 5 s Magical Moments Family of the day Animal Kingdomassistant conductors Take 5 s Replaced spilled ice cream Letter from Mickey Children dance in parade Autograph requests 4

5 7 Guest Service Guidelines Be Happy: make eye contact and smile! Be like Sneezy greet and welcome each and every guest. Spread the spirit of Hospitality It s contagious! Don t be Bashful seek out Guest contact! 7 Guest Service Guidelines Be like Doc provide immediate Service recovery! Don t be Grumpy always display appropriate body language (for us, voice inflection) at all times! Be like Sleepy create DREAMS and preserve the MAGICAL Guest experience! Don t be Dopey thank each and every Guest! Disney s Four Service Guidelines Safety - I practice safe behaviors in everything I do. I take action to always put safety first. Service - I project a positive image and energy. I am courteous and respectful to Guests of all ages. I go above and beyond to exceed Guest expectations Show - I stay in character and perform my role in the show. I ensure my area is show-ready. Efficiency - I perform my role efficiently so Guests get the most out of their visit. Mentorship Take an interest in: Goals Grooming existing staff How to achieve the goals Support, Encourage & Empower At Disney, everyone majors in people 5

6 Training Ideas Training is not a car wash here s what you do, now do it Training Must: Instill a spirit Create a feeling Make an emotional connection Training Ideas Disney sells pixie dust What do we sell/provide? How do we train staff to: Instill a spirit Create a feeling Make an emotional connection The 4 Rules of the Disney University Innovate Forward thinking Aware of risk/reward Support Leaders must provide: Enthusiastic & sustained support Educate Cast development Must be understandable Implemented at all levels Entertain Engaging Memorable Fun Make it Fun & Creative Trivia challenge for learning Activities to learn policy Games to learn geography Pictionary intersection Call type bingo Word of the day Jeopardy questions 6

7 Unprecedented results Special cast member perks Day care Group activities Discounted fuel 911 Perks? Breaks CISM A clean communications center Unprecedented results Unique Cast Communications Motivational Birthday messages Updated and improved break areas Whimsical billboards Newsletter 911 Communications Message upon sign on Signs Meetings Unprecedented results After 2 years of weekly meetings by department heads and the items on the past three slides: Turnover rate 83% to 28% New employee retention from 17% to 72% Learning and Adjusting Due to Failure Actions speak louder than words. We really do care about your experience. Trust Empowered cast members can solve the most commonly occurring problems. Ask them first 7