Zip – A –Dee Doo Dah Dispatch Great in-service training for

NAVIGATOR 2014 - Zip A Dee

PSTC www.pstc911.com 800-348-8911 1

Zip – A – Dee Doo Dah Dispatch

Kevin Willett

[email protected]

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!



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”



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



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



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”



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



Unprecedentedresults

• Special cast member perks– Day care– Group activities– Discounted fuel

• 911 Perks?– Breaks– CISM– A clean communications center


• Unique Cast Communications– Motivational – Birthday messages– Updated and improved break areas– Whimsical billboards– Newsletter

• 911 Communications– Message upon “sign on”– Signs– Meetings


• 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

Documents

Zip – A –Dee Doo Dah Dispatch Great in-service training for