Disney Keys to Quality Service April 6, 2011

UNM continuing Education is proud to host Disney’s Approach to Quality Service program, presented by the world renowned Disney Institute. We invite you to explore Disney principles for service excellence and discover how attention to detail creates a consistent, world-class service environment. Take away proven concepts to adapt to your organization. Learn the Disney Demographic measurement methodology and the Disney approach to psychographic measurement by identifying customer needs, wants, stereotypes and emotions. Apply examples of these measurement outcomes to any customer service environment. Understand purpose versus task enculturation, then define quality standards and their purpose. Explore the benefits of Disney training guidelines and examine ways that the Disney quality standards are applied to Cast Member roles in order to ensure consistent quality customer experiences. Examine ways that processes align with quality standards to deliver quality service for both internal & external customers. Discover how processes support both the employee and enhance the customer experience, then learn a Disney tool for universally evaluating customer service opportunity.

Disney’s Approach to Quality Service will be held on Wednesday April 6, 2011 from 8am-4:30pm at UNM Continuing Education (North Building). Tuition is $395 and includes breakfast lunch and snacks. For more information contact Sherry TenClay at sherrytc@unm.edu or (505) 277-6038. To register: UNM Staff and Faculity visit dce.unm.edu or call (505) 277-0077, all other participants call 877-544-2384 or visit www.albuquerquemouse.com.

Official Website: http://www.albuquerquemouse.com