Customer Service Excellence - "Doing it like Disney!"

Creating a Culture of Service and Customer Experience of Excellence through inspired and motivated employees.
What IF... Disney ran your Organisation?
Disney has won the “Best in Class” Award for their Customer
Service Principles for the last consecutive 40 years
… now these principles of "The Magic Kingdom" are delivering service and Customer experience excellence in dozens of organisations across the UK.

The 10 things you would do differently...if Disney ran YOUR Organisation!

This workshop is a MUST for all customer-facing Staff. 

 As one of our clients once said about our Workshops… “Serious Learning…but GREAT Fun!”  

  “Thank you SO much for your great energy and ability to motivate” – Specialist Practitioner – West London NHS Trust

“..the day was “inspirational” and “brilliant....” – Chief Executive. W. Sussex NHS Hospitals Foundation Trust

“Thanks again for coming to deliver an excellent workshop, the team spoke very highly of the course after the event and even still now. They are currently working on their plans for our future HR customer experience.”  Strategic Workforce Manager Humberside Police

Creating High Performance multi-professional Teams

Customer Service Excellence requires GREAT Teams

Do you want to:

• Build your team’s impact within your Organisation?
• Eliminate the Silo-thinking mentality?
• Optimise the efficiency of your Senior Management Team?
• Resolve deep routed issues between team members / departments?
• Understand the emotional behaviours behind capability?
• Get disruptive teams to work well together?
• Have clear action plans for high performing teams?

Summary - this workshop:-
• Identifies teams issues – creates a positive, safe environment to solve them
• Is structured to enable teams to take immediate action on the drivers of team effectiveness
• Unlocks a team’s Business EQ improving rapport, trust, efficiency and productivity
• Inspires a sense of collective responsibility, mutual respect and drive when your team needs it most

“We had an amazing day! – this has changed the thinking of our Management Team – VERY professional and thought provoking”  Director of HR & OD, Aintree University NHS Foundation Trust Hospital, Liverpool)

"Thank you! - You have made me feel empowered and informed and also feeling that, as a team, we can achieve anything!" (Southern Regional Manager BUPA) 

The Level above Mindfulness where Happiness and Well-being Thrive

Don't let your Customers STRESS you out!!

The PERMA model was designed by Martin Seligman (called “The Father of Positive Psychology”) with five core elements of psychological well-being and happiness to help alienate those feelings of helplessness and hopelessness. Seligman believes that these five elements can help people reach a life of fulfilment, happiness, stress resilience and meaning. This model can also be applied to organisations to help people develop new cognitive and emotional tools.

Practical Tools and Habits proven to promote personal, team and corporate resilience and well-being.
This practical well-being workshop is tailored to address the challenges people face in their work / life balance by offering an opportunity to reflect on their current well-being as well as mindfulness, resilience and emotional intelligence to equip them with the tools to practice self-leadership in order for them to “Perform under Pressure”.

 As stated by the Occupational Health & Safety Department, "Employers have a legal duty to protect employees from stress at work by doing a risk assessment and acting on it." 

Emotionally Intelligent Customer Service

Why are my Customers not like me??!

Peter Drucker - the 'founder of Management' once said - "People will buy from People they like" - so ..HOW do we get our Customers to LIKE us??

The Harvard Business Review has hailed emotional intelligence as “a ground-breaking, paradigm-shattering idea, one of the most influential business ideas of the decade.” ...and it has a massive part to play in the effective delivery of Customer Service Excellence. Emotional Intelligence focusses on our Self and Other Awareness and our Self Leadership and Relationship Management enabling us to build empathy and respect with our Customers. A person with a well developed E.I. will:

• have a Positive, Can-Do, Attitude
• be capable of taking Responsibility and Ownership of a Situation
• have excellent Influencing sills
• have excellent decision-making skills
• be a team player
• conduct professional communications with your customer
• be highly adaptable and self-motivated
• build a professional, empathic relationship with your customers
• have excellent stress resilience control