Disney’s Approach to Quality Service - Free Workshop

DeGroote Executive Education in partnership with Human Resources Services present a 90-minute Introduction to “Disney’s Approach to Quality Service” on September 28, 2018.

We have received notification that Disney Institute cannot present Disney’s Approach to Business Excellence as planned but as a replacement will be presenting Disney’s Approach to Quality Service. The topic of “quality service” is applicable to all areas of the University, as we all have customers, whether they are students, staff, faculty or community partners. In this 90-minute session, you will have the opportunity to examine how you can deal effectively with your customers.

In this look at the Disney approach to Quality Service, you can:

• Examine how you could differentiate your service to become a provider of choice.
• Explore quality service standards that can help you create a consistent service experience.
• Learn about tools that can gauge the needs, wants, stereotypes and emotions of your customers at an individual level.
• Understand the processes necessary to develop a culture that consistently delivers exceptional service.
• Discover how you could recover effectively from a service failure and how you could turn it into an opportunity to strengthen customer relationships.

We hope that you will be able to join us. This FREE workshop is open to all McMaster faculty and staff.

For any questions or accommodations requests, please contact Christine Costa at costac5@mcmaster.ca or x21535.