Here's a write up from the AP on CNN.
(most of us know this information already, but still a fun read/good media coverage for WDW)
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Adrian Sainz the Associated Press
September 24, 2007
Click here to find out more!
LAKE BUENA VISTA - Walt Disney World calls its workers, from actors in Goofy outfits to laundry workers, "cast members" to make them feel part of the show. There's a garbage can every 25 steps, so litter will be tossed, not dropped. There's a polite way to answer one of the park's most-asked questions: "What time is the 3 o'clock parade?"
These nuggets are part of corporate customer-service training offered by Disney Institute, a Florida-based unit of the Walt Disney Co. that has coached thousands of executives and front-line workers from other companies and organizations since 1986. Customers have included Delta Air Lines, IBM, General Motors, Chrysler and even the Internal Revenue Service and cigarette maker Phillip Morris Inc.
Now the institute has taken another client: Miami International Airport, which many travelers will tell you needs customer-service training like an airplane needs wings. Surveys rank its service among the nation's worst.
The airport's terminal-operations employees are taking classes taught by institute instructors, learning leadership practices, team building, staff relations and communication skills -- many formulated by Walt Disney himself.
"Walt clearly put us on a path toward things like quality, great guest service, creativity and innovation," said Bruce Jones, programming director for Disney Institute. "You would see that reflected in the topics that Disney Institute still delivers today."
Part of Disney's lure is the feelings generated by its films and theme parks -- magic and wonderment for children, escapism for adults. Disney takes great pride in ensuring a fun time and repeat business, mainly by emphasizing customer service and attention to detail while trying not to appear too sterile or robotic.
"Many organizations think they're different from Disney and therefore can't learn from an entertainment or a parks and resorts business," Jones said. "Just think of the airport business. The reality is both businesses have millions of people each year waiting in line for a ride."
Disney World and the airport have more in common, including dealing with ground transportation, parking and retail sales. So, it made sense for the airport to seek out Disney Institute.
"They understand how to minimize the inconvenience and maximize the entertainment value," airline-industry analyst Bob Mann said of Disney. Miami International Airport is a gateway to and from the Caribbean and Latin America. About 32.5 million passengers passed through the airport in 2006, including more than 14 million international passengers.
"The customer service needs to improve," said Sarah Abate, who oversees commercial services at the airport and took a training class. "Passengers need to understand that Miami is a friendly airport, and we are passenger-friendly." .
Early in the training, a handful of Miami airport managers visited the Magic Kingdom, where they were shown examples of how paying attention to detail and removing barriers were integral in making guests happy and keeping them informed.
For example, Disney cast members wear colorful shirts to easily identify them -- a strategy that will be employed by the airport. And a Disney study showed that people who were given hard candy with a wrapper at a theme park took an average of 27 steps before tossing the wrapper on the ground. Hence the spacing of the garbage cans.
(most of us know this information already, but still a fun read/good media coverage for WDW)
******
Adrian Sainz the Associated Press
September 24, 2007
Click here to find out more!
LAKE BUENA VISTA - Walt Disney World calls its workers, from actors in Goofy outfits to laundry workers, "cast members" to make them feel part of the show. There's a garbage can every 25 steps, so litter will be tossed, not dropped. There's a polite way to answer one of the park's most-asked questions: "What time is the 3 o'clock parade?"
These nuggets are part of corporate customer-service training offered by Disney Institute, a Florida-based unit of the Walt Disney Co. that has coached thousands of executives and front-line workers from other companies and organizations since 1986. Customers have included Delta Air Lines, IBM, General Motors, Chrysler and even the Internal Revenue Service and cigarette maker Phillip Morris Inc.
Now the institute has taken another client: Miami International Airport, which many travelers will tell you needs customer-service training like an airplane needs wings. Surveys rank its service among the nation's worst.
The airport's terminal-operations employees are taking classes taught by institute instructors, learning leadership practices, team building, staff relations and communication skills -- many formulated by Walt Disney himself.
"Walt clearly put us on a path toward things like quality, great guest service, creativity and innovation," said Bruce Jones, programming director for Disney Institute. "You would see that reflected in the topics that Disney Institute still delivers today."
Part of Disney's lure is the feelings generated by its films and theme parks -- magic and wonderment for children, escapism for adults. Disney takes great pride in ensuring a fun time and repeat business, mainly by emphasizing customer service and attention to detail while trying not to appear too sterile or robotic.
"Many organizations think they're different from Disney and therefore can't learn from an entertainment or a parks and resorts business," Jones said. "Just think of the airport business. The reality is both businesses have millions of people each year waiting in line for a ride."
Disney World and the airport have more in common, including dealing with ground transportation, parking and retail sales. So, it made sense for the airport to seek out Disney Institute.
"They understand how to minimize the inconvenience and maximize the entertainment value," airline-industry analyst Bob Mann said of Disney. Miami International Airport is a gateway to and from the Caribbean and Latin America. About 32.5 million passengers passed through the airport in 2006, including more than 14 million international passengers.
"The customer service needs to improve," said Sarah Abate, who oversees commercial services at the airport and took a training class. "Passengers need to understand that Miami is a friendly airport, and we are passenger-friendly." .
Early in the training, a handful of Miami airport managers visited the Magic Kingdom, where they were shown examples of how paying attention to detail and removing barriers were integral in making guests happy and keeping them informed.
For example, Disney cast members wear colorful shirts to easily identify them -- a strategy that will be employed by the airport. And a Disney study showed that people who were given hard candy with a wrapper at a theme park took an average of 27 steps before tossing the wrapper on the ground. Hence the spacing of the garbage cans.
