SEVEN KEYS TO THE SUCCESS OF THE MAGIC KINGDOM

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SEVEN KEYS TO THE SUCCESS OF THE MAGIC KINGDOM

• Taking your staff and office to the next level of
  Customer Satisfaction
• Presented by
• E. Steven Sonnenberg
• And
• EFSI a Brazos Company

2
When you think of Customer Service in your
Office

• What weather condition comes to mind? Write down
• Fold paper in the form of an airplane
• Sail your plane across the room
• Retrieve, unfold, and report

3
Just what is it that sets Disneyland and Disney
World apart from the rest of the Theme Park
crowd?

• How can you replicate those processes at your
  school?

4
KEY ONE THE COMPETITION

• Who is Disneyworlds Competition?
• What is the definition of Competition?
• Now who do you say is Disneyworlds Competition?
• Who is your Financial Aid Offices Competition?

5
KEY TWO PAY ATTENTION TO DETAIL

• Little things make a difference
• What does how you pay attention to details tell
  your customers about you?
• About your attitudes?
• About your willingness to be helpful?

6
If you knew that attention to detail would
improve customer satisfaction and loyalty, how
much more attention would you be willing to focus
on

• Colors
• Vegetation
• Flow of traffic
• Convenience of information
• Decorations
• Timeliness
• Other things

7
KEY THREE EVERYONE NEEDS TO
WALK THE TALK

• What you do thunders above your head so loudly,
  I cannot hear the words you speak. Ralph Waldo
  Emerson

8

• Stand Mingle
• Greet each other and tell them how pleased you
  are to be here and to meet them
• BUT be looking around to see whom else you might
  like to meet

9

• IMPRESSION !!!

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• First Impression of Disneyland or Disney World
• A students first impression of your office
• What impacts commitment to Walking the Talk?

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• What difference would it make if
• You thought of your customers as guests (Disney
  does)?
• Stopped what you were doing and offered to help?
• Believed that whenever a customer comes in
  contact with you you have an opportunity to
  create value?

12

• Walking the talk rubs off others replicate.
• Examples of things you do because you see others
  doing it

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KEY FOUR EVERYTHING MUST WALK THE TALK

• Being concerned with this key means to pay
  attention to consistency of the environment with
  Walking the Talk
• Someone or something that does not Walk the Talk
  is an intrusion.

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KEY FIVE CUSTOMERS ARE BEST HEARD
THROUGH MANY EARS

• Why do you want to know how well you are doing?
  Duh!
• How do you find out the degree to which you are
  being seen as customer focused?
• What do you do with the feedback you collect?
• Examples of feedback that led to a change in the
  way things were being done.

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KEY SIX REWARD, RECOGNIZE AND CELEBRATE

• Customer Service Fanatic Card
• What is it?
• How does it work?
• What does it accomplish?

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• Service
• Make eye contact and smile
• Exceed customer expectations
• Give outstanding quality service
• Greet and welcome each and every person
• Maintain a personal standard of quality in your
  work

17

• Team work
• Go beyond the call of duty
• Demonstrate strong team initiative
• Communicate aggressively with customers and staff
• Preserve the magical guest experience - the we
  are here to help image

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KEY SEVEN XVXRYONX MAKXSA DIFFXRXNCX

• What is done in one part of the process impacts
  everything in the process!!!!!

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SEVEN KEYS TO THE SUCCESS OF CUSTOMER SERVICE IN
THE FINANCIAL AID OFFICE

• The competition is anyone the student compares
  you with
• Pay fantastic attention to detail
• Everyone needs to walk the talk
• Everything needs to walk the talk
• Customers are best heard through many ears
• Reward, Recognize, and Celebrate
• Everyone makes a difference