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2010 FiFa worLD cuP Disney Institute customer service training helps 15,000 south african workers Prepare for world cup Visitors summary In an effort to boost customer service prior to the 2010 FIFA World Cup South Africa, the Federated Hospitality Association of Southern Africa (FEDHASA) retained Disney Institute to deliver hospitality training to approximately 15,000 of the country’s front-line service workers. The training, which was delivered across nine provinces over 34 days, focused on Disney best practices as they relate to quality service, leadership and people management. The programs for front-line workers focused primarily on delivering great service; a series of train-the-trainer sessions also included the leadership and people management content.

case stuDy:

For the sessions with front-line workers, Disney Institute facilitators taught a variety of programs and activities based on Disney’s world-renowned service excellence and model of treating visitors as guests.

“The first and most important step in any customer service improvement program is simply recognizing and appreciating who your customer is and why they are with you,” said Jeff James, vice president of Disney Institute. All of the training was designed to be fun in nature to “By sharing this concept with workers of all levels help get workers excited about representing their country throughout South Africa, we helped give them the tools to millions of visitors, said Brett Dungan, chief executive they need to provide Disneyofficer of FEDHASA. style service excellence to visitors for World Cup Our country has a clear vision “The main objective was to and beyond.” of where we want to be with develop a locally-relevant customer service. Disney program that would help The train-the-trainer sessions understands better than almost workers deliver memorable followed the front-line any organization how to keep and unforgettable service to worker training. “The trainer employees engaged and all who visit our country,” says workshops were longer and invested in service excellence. Dungan. “Our country has a include more skills-based They’ve been instrumental in clear vision of where we want sessions around leadership helping us achieve our goals. to be with customer service. and people management,” Disney understands better than said James. “This team of almost any organization how trainers is critical to coaching and to keep employees engaged and reinforcing the right attitudes among the service invested in service excellence. They’ve been instrumental workers now that our facilitators have returned to in helping us achieve our goals.” the United States.” Program participant Vincent T Kokomane said the training The entire program in South Africa was the second was very valuable for him, and that he was “impressed by phase of an engagement that began late last year. Disney the great service delivery that I noticed around during the Institute conducted extensive research to determine the World Cup.” current state of customer service in South Africa, and

to identify areas where Disney best practices could be applied. From those findings, Disney Institute developed a multi-phased training program that included interactive, multi-media learning experiences and “how-to” videos featuring South African cast members currently working at Disney’s Animal Kingdom® Theme Park at the Walt Disney World® Resort in Lake Buena Vista, Fla.





1 D’think your way to success
DICS-026/LPDF/031411

Disneyinstitute.com
©Disney

2010 FiFa worLD cuP
“I walked in stores and hotels and I felt honored because I saw a significant change among some staff members who attended the Disney Institute training sessions,” Kokomane said. Samantha Nel, a resort manager who also attended the Disney Institute sessions, said: “I started off by only sending my front-line staff, but when I realized how valuable the training was, I tried to send as many people as we could. The trainers from Disney were extraordinary —not once did I feel bored—and I took a lot of helpful customer service tips home.” The programs in South Africa were derived from three of Disney Institute’s most popular courses: Disney’s Approach to Quality Service, Disney’s Approach to Leadership and Disney’s Approach to People Management. All programs offer an insider’s look at business practices that have helped Disney maintain its status as one of the world’s most admired companies and brands. Quality Service, Leadership Excellence and People Management are three of five core programs available in private as well as public forums at Disney Destinations in Florida, California, Tokyo, Paris and Hong Kong; and in company facilities around the world. “Disney Institute has a long history of helping organizations both large and small implement meaningful change that positively impacts the bottom line,” said James. “We consistently counsel our clients to not be tempted by quick-fixes. FEDHASA took this counsel very seriously by launching a thorough training program that, if consistently followed, will take customer service in South Africa to new heights.”

case stuDy:

2 D’think your way to success
DICS-027/LPDF/031411

Disneyinstitute.com
©Disney

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