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Transforming Your Organization: Disney's Approach to Quality Service

​​​​​​​​​Transforming Your Organization ... Disney's Approach to Quality Service


Explore how excellent customer service is achievable for every organization

Building a successful customer experience in today’s environment is the result of understanding your customer’s expectations—and putting the right guidelines and service standards in place to exceed them. ​​

With more than 90 years of excellence in customer service, no one understands this better than Disney.

Broward College and the Walt Disney World Company, through its world-renowned Disney Institute, have partnered to bring quality customer service training to South Florida. During this one-day event, you'll learn customer service ​strategies and tactical approaches to ensure greater intent to return and recommend, as well as develop a stronger competitive edge. 

Who Should Attend:

This program is beneficial to any individual or organization interested in learning how to enhance the customer experience and raise the level of quality service in their organization.

What is Included:

  • One full day of official Disney Institute training with two facilitators
  • Comprehensive reference materials and workbook/training manuals
  • Complimentary breakfast, lunch and snacks throughout the day
  • Certificate of Completion from the Disney Institute​

Broward College – OMNI Auditorium (Building 60)
1050 Coconut Creek Blvd
Coconut Creek, FL 33066

Date and Time:
Thursday, September 22, 2016
8:30am to 4:30pm
(Registration starts at 7:30am and breakfast is served until 8:30am)

Contact Information:
Matt Rocco – 954.201.7814

Program Fees:
Advanced Rate: $495.00 per person
(Available through August 15, 2016)

Regular Rate: $595.00 per person


Sponsorship Opportunities Available​​​

Disney Register Now button.jpg

Disney's Approach to Quality Service

Course Overview and Learning Objectives

Attention to detail can be the difference between mediocre customer experiences and world-class, memorable ones that drive repeat business. Spend one day with Disney Institute, so your organization can benefit from Disney's experience in quality service and learn to think differently. 

Learning Objectives:

  • Learn how great intentionality in every business decision and in every aspect of an organization can drive sustained business results.
  • Explore how to achieve exceptional service by intentionally designing systems and processes.
  • Consider how your organization’s customer service experience compares to other organizations, and think about how to improve your service consistently.
  • Examine how service has declined over the years, and how this makes service a differentiator with business results.
  • Learn why it is important to pursue internal customer service with the same intentionality as external customer service.
  • Analyze the stereotypes associated with service in various industries, and identify how some specific organizations rupture those stereotypes.
  • Recognize possible customer interactions beyond the service transaction. 
  • Define a common purpose, and understand why it is essential to sustained business results.
  • Examine the differences between customer needs, wants, stereotypes, and emotions, and how these are essential for service design.
  • Analyze purpose, customer, and business in your organization in order to establish prioritized quality standards.
  • Discover the overlap between the service process, people, and place, and why all are imperative to create a positive customer experience.
  • Consider the importance of all areas of the organization supporting the common purpose.
  • Assess what signals your touchpoints are sending to your customers. 
  • Identify the service tools employees need to deliver exceptional service.
  • Understand the definition of a quality service experience.
  • Discover the difference between resolution and reconciliation, and determine why service recovery is important.


​​This course identifies how the Walt Disney World Company cul​​tivates a powerful connection with customers by making a credible brand promise and then delivering on that promise over and over again. Throughout the course, you will explore Disney techniques used to develop an effective brand promise, design a brand experience that lives up to the promise, and ensure a consistent delivery of that brand experience.​

7:30 – 8:30am ............................................ Check-in and Breakfast
8:30am – 10:00am ............................ Service Drives Differentiation
10:00 – 10:30am ............................. ​Break and attend Marketplace​
10:30am – 12:00pm ........................ Designing Exceptional Service
12:00 – 1:00pm ..................................................................... Lunch
1:00 – 2:30pm ................................ Delivering Exceptional Service
2:30 – 3:00pm ................................ Break and attend Marketplace
3:00 – 4:30pm ...........................​ Recovering from a Service Failure

​Seating is limited and we encourage you to register today to ensure you get to join us at this exclusive event on September 22, 2016.

Program Fees:​​
Advanced Rate: $495.00 per person
(Available through August 15, 2016)

Regular Rate: $595.00 per person​

Register Now

Sponsorship Opportunities​

Corporations have a long tradition of investing in their local communities th​rough the support of higher education.​​

For more than 55 years, Broward College has served the local business community by providing valuable training in order to create a customer-friendly environment conducive to attracting and supporting our local economy. A workforce adept in social skills and interpersonal communication drives a successful community, and we invite local businesses to partner with us in keeping South Florida competitive and viable.

The one thing all of our graduates have in common - almost every job interacts with the community. A workforce adept in social skills and interpersonal communication drives a successful community, and we invite local businesses to partner with us in keeping South Florida competitive and viable.

We hope you consider becoming a sponsor of our Disney Institute Corporate Training. Benefits of becoming a sponsor include:

  • Alignment with a Top 10 Academic Institution. Broward College is consistently recognized as a beacon for learning, training, and workforce development. Currently, the College’s efforts are responsible for contributing $1 billion to the local economy.
  • Access to the Disney Secrets to Success. The Disney name is synonymous with excellence and superior workforce models. Sponsors will be associated with one of the most recognizable names in the world.
  • Exposure to Hundreds of Corporate Representatives. Sponsors will have the opportunity to market to more than two hundred attendees from businesses across a wide spectrum of industries including hospitality, tourism​, sales, healthcare, law, and Broward College internal audiences.
  • Customization to Fit Your Needs. Let us build a Partner Profile to meet your specific demographic focus, and we will enthusiastically share your message with the audience that suits you best.​

​Please contact Matt Rocco at 954.201.7814 or for more information.

Although Disney Institute is presenting this program, the sponsor of this program, Broward College and not Disney Institute, is responsible for marketing and promoting this program, and for providing and arranging for the venue, facilities and other items for this program.  This includes any food and beverage offered at or in connection with this program.  Broward College is not an agent of Disney Institute or its affiliates, and Disney Institute and its affiliates assume no liability relating to the event or for the acts or omissions of Broward College.
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