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NAVIGATOR 2014 - Zip A Dee
PSTC www.pstc911.com 800-348-8911 1
Zip – A – Dee Doo Dah Dispatch
Kevin Willett
Kevin@pstc911.com
800-348-8911
Great in-service training for:Line level 9-1-1 professionals, Communications
Trainers, Communications Supervisors. ALL Classes are approved for IAED CE Credits!
www.pstc911.com800-348-8911 x102
Great in-service training for:Line level 9-1-1 professionals, Communications
Trainers, Communications Supervisors. ALL Classes are approved for IAED CE Credits!
www.pstc911.com800-348-8911 x102
PSTC 2014 Policy WorkshopNovember 3-7, 2014Redwood City, CA
Limited to just 28 studentsAmazing networking opportunities
Featured Monday lecture by Gordon Graham Join us on Facebookwww.facebook.com/pstc911
Over 7,100 Friends & Growing
Everyday!
NAVIGATOR 2014 - Zip A Dee
PSTC www.pstc911.com 800-348-8911 2
www.911onDVD.comIn-Service training on DVD
Customer service is a helping profession.
“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 tooBreaks are essentialCISM is a mustMeetings are a necessary expenseCreature Comforts are an investment
in your team
The Theory of“On Stage”
“Off Stage”
NAVIGATOR 2014 - Zip A Dee
PSTC www.pstc911.com 800-348-8911 3
Why Use DisneyAs 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
Intriguing, interesting, fun
“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
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 SecretsDisney’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
NAVIGATOR 2014 - Zip A Dee
PSTC www.pstc911.com 800-348-8911 4
Disney’s Success SecretsLegendary attention to detail Trash receptacles Guests with special needs
Food allergies AED’s Fire Inspection Risk Management MSAG Updates
Disney’s Success SecretsExceed people’s expectations Housekeeper Pacifier Cell phone charger Magic Moments “Value added emergencies”
Dispatch Success SecretsExceed callers expectations Family Notifications Securing of Property Follow-up
Magical Moments & Take 5’sMagical Moments Family of the day
Animal Kingdom-assistant conductors
Children dance in parade
Take 5’s Replaced spilled ice
cream
Letter from Mickey
Autograph requests
NAVIGATOR 2014 - Zip A Dee
PSTC www.pstc911.com 800-348-8911 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”
NAVIGATOR 2014 - Zip A Dee
PSTC www.pstc911.com 800-348-8911 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
NAVIGATOR 2014 - Zip A Dee
PSTC www.pstc911.com 800-348-8911 7
Unprecedentedresults
• Special cast member perks– Day care– Group activities– Discounted fuel
• 911 Perks?– Breaks– CISM– A clean communications center
Unprecedentedresults
• Unique Cast Communications– Motivational – Birthday messages– Updated and improved break areas– Whimsical billboards– Newsletter
• 911 Communications– Message upon “sign on”– Signs– Meetings
Unprecedentedresults
• 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 AdjustingDue to Failure
• Actions speak louder than words. “We really do careabout your experience”.
• Trust – Empowered cast memberscan solve the most commonlyoccurring problems. Ask them first
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