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Chamber Events

Disney’s Approach to Quality Service


Hilton Garden Inn, Troy , 235 Hoosick Street
8:00 a.m. Check-in & Breakfast; 8:30 a.m. - 4:30 p.m. Training
$250 Members; $500 Non-Members (Price includes breakfast, lunch, materials and full-day training)
If you have questions, please contact Rachael Murray

***Please note that as of 10/8/19 this event has SOLD OUT. If you would like to be added to a waiting list in the event of additional openings, please contact Rachael Murray.***

Attention to detail can be the difference between mediocre customer experiences and world-class memorable ones that drive repeat business. Discover how to take your business from so-so to so-exceptional when the Chamber presents “Disney’s Approach to Quality Service,” an outstanding training opportunity with the company that leads the way worldwide in customer satisfaction and unforgettable experiences. Spend one day with Disney Institute and learn how your organization can benefit from Disney’s success in quality service.

This one-day event will inspire participants to explore ways to differentiate their organization, to become a provider of choice and to develop a culture that consistently delivers exceptional service. 

Attend this full day event and walk away with exceptional takeaways. You will:

  • Identify your Current State

The gradual decline of customer service over the years has created a big opportunity for businesses to provide service that is beyond customer expectations. Even better, make an emotional connection with your customers that can lead to brand loyalty. But first, your service framework must be designed and cultivated. In this course, you'll learn how to think differently and act intentionally—examining the customer experience, identifying service pitfalls and dispelling misconceptions that are all key to establishing quality customer service.

  • Design a Service Strategy

Service occurs every time a customer interacts with your organization. We call them touch points. Designing a successful service strategy hinges on understanding what you want to do for your customers, what your customers expect and the business impact of these actions. Through class activities and experiences in the field, you'll recognize the critical importance of service standards. And with this knowledge, you can drive the discussion within your organization to create your own strategies for quality service.

  • Deliver Exceptional Service

Outstanding service is not limited to the employees delivering the service. It's as important to understand how the physical space and the organization's standards and processes affect the entire experience—not to mention how the service is actually perceived by customers. After this course, you'll understand how your people, place and processes intersect—and how they're all essential to the consistent delivery of exemplary service.

  • Recover from Service Failures

All businesses occasionally encounter customer service failures. While it is always the goal to meet our customers' expectations, at times this may not happen. And the importance of recovering a relationship with a customer after a service failure is absolutely critical at Disney. You'll learn how to actively listen to your customers and what you can do to proactively prevent future failures in customer service.


About Disney Institute

Disney Institute training uses business insights and time-tested examples from Disney parks and resorts worldwide to spark individuals and organizations to enhance their own customer experience using Disney principles as a guide. The training is beneficial to any leader or employee interested in learning how to improve the customer experience and raise the service standards within their own organization.

Our Sponsors:

ALBANY, N.Y. (October 8, 2019) – John R. Dunne, Senior Counsel with Whiteman Osterman & Hanna LLP, the Capital Region’s largest law firm, will be honored with the Haywood Burns Memorial Award by the New York State Bar Association’s Committee on Civil Rights on October 16 at the City University of New York Law in Long Island City, New York. …
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