What if Disney ran YOUR Hospital?…
Disney has won the award for Best in Class for Customer service for almost 40 years. This workshop looks at WHY while exploring the Principles of the Magic Kingdom and take in the award winning FISH! video as we focus on Service Excellence within the Health Care Community.
Many NHS Trusts and Private Hospitals in the UK are now applying the Disney Principles of Service Excellence to their Patient Journey and their Patient’s Experience, and they are finding that the levels of patient satisfaction are at an all time high – does your Hospital need to elevate your levels of Service Excellence? …if so…read on….
Here are the 10 Things which Disney would do differently if he ran YOUR Hospital.
Apply the Disney Principles of Service Excellence to your Service Offering today.
Skills you’ll gain:
- Communication
- Management
- Customer Relations
- Innovation
- Patient Experience Service Excellence Paradigm Shift
- Patient / Customer – Centric Perspective
- Innovation for Service Excellence
- Application of Disney Principles and the Secrets of the Magic Kingdom into your Patient Care
- Looking at YOUR Hospital through the Eyes of a Patient – Identifying the “Moments of Truth” and Touch-Points
- Adapting a Continuous Improvement Mindset
- How to deliver Emotionally Intelligent Patient Experience Excellence
- Developing Winning Behaviours and Attitudes
- How to protect our personal Wellbeing and how to “Perform under Pressure”
- Achieving the level ABOVE Customer / Patient Service Excellence
- Creating a Shared Vision for Patient Experience Excellence
- Developing Team Synergy, Staff Motivation and Patient Engagement
- Behaviour Management and Conflict Resolution – how to manage difficult Patients / Customers…and Colleagues!
- Earn a Professional CPD Certificate in Professional Patient / Customer Experience Excellence
The 10 things you would do Differently if Disney ran YOUR Organisation
- Focus on what can’t be measured – Measuring the Customer Experience
- Paradox: Customer First is more efficient – Building Empathy & Compassion. Creating Winning Behaviours and Attitudes in our Departments
- Regard Customer Satisfaction as Fools Gold – The top 7 Drivers for Customert Satisfaction
- Measure to improve NOT to impress –
- De-centralise the Authority to say “YES” – modelling empowerment
- Change the concept of Work from Service to Theatre – The role of Emotional Intelligence
- Harness the Motivating Power of Imagination
- Create a climate of dis-satisfaction
- Create GREAT Teams!
- Close the gap between KNOWING and DOING
The cost will be £975 + VAT for 1 day of training, for up to 12 delegates – including all preparations, trainer’s expenses, and materials.
Doing it Like Disney
“If we don’t take care of our customers, someone else will.”
Author Unknown
The workshop looks at WHY? Disney has won the award for Best in Class for Customer service for almost 40 years. We explore the Principles of the Magic Kingdom and take in the award winning FISH! video as we focus on Service Excellence. We will focus on looking at your Hospital through the Eyes of your Customer and it will cover an in-depth analysis of every “Moment of Truth” where a Patient can form an opinion of your Hospital or Service based on their experience. Delegates will compete a Service Improvement Plan during the workshop and will prepare a strategic “Analyse, Fix / Improve, Measure” process of Patient / Customer Facing activities in order to ensure Patient / Customer Service Excellence.
Our lead facilitator for this workshop has had a personal insight into Disney’s Magic Kingdom Secrets and was invited to Florida to “see behind the scenes” as to how Disney “does excellence” and these principles are now being applied in Service Sectors across the UK.
“Do it SO well that when people see you do it, they will want to come back and see you do it again – and they will want to bring others to show them how WELL you do what you do…”
Walt Disney.
Disney has identified a level of Service BEYOND that of Excellence which they achieve consistently.
In a Survey of Senior Executives – over 6,000 Executives believed that understanding the Customer viewpoint was ‘very likely’ to lead to Customer Service ROI, viewing it as a key driver of increased efficiency.
“Local Organisations must design an experience that creates customer advocacy and establishes a total culture of service quality, from the top down, in order to deliver for customers. Focusing on, and measuring, the softer elements of Customer Service is key to achieving Customer Service ROI”
Click Here for a 1-minute video about this inspirational workshop
This inspirational and motivational 1 day workshop will explore:
- Going Beyond Service Excellence to guarantee the Patient / Customer Experience
- The 10 things Disney would do differently… IF he ran your Hospital
- The Disney Principles of Service Excellence: What can we apply in our Hospital?
- The 9 Principles of Service Excellence – The Service Gospel according to Disney
- The 6 Keys to the Magic Kingdom – applying them to your Hospital
- Group Activity: Patient / Customer Touch-Points
- Experiential Activity: Seeing Your Hospital through the eyes of a Patient
- Moments of Truth / The 15 Steps Strategy / Agile / Lean Thinking – Measuring Patient / Customer Satisfaction
- Setting our Service Standards for our Organisation: On a scale of 1-10: how would our Patients score us?
- Self-Audit how do WE stack up against our Values
- Keeping the Patient Delighted
- Experiential Activity: Self Audit – Measuring our Values
- Creating a Culture where Transformation and Innovation Thrive
- Leadership, Followership and Conflictors!
- The Role that Emotionally Intelligent Leadership has within Health Care
The 4 Principles of Achieving Customer Excellence Experience – FiSH! DVD
- Choose your Attitude
- Play
- Make their Day
- Be There for them
Click Here for a Preview of this Award Winning Video – FISH!
This inspirational and motivational 1 day workshop will explore:
Integrating Empathy and Compassion in our Patient / Customer Care
- Turning a Patient Service into a Patient EXPERIENCE
- Understanding the Patient that we are Serving
- Dealing with difficult Patients
- How to turn Raging Customers into Raving Fans!
Developing Emotional Intelligence in our Patient Service
- When Clinical Intelligence meets Emotional Intelligence
- Hard-Wiring Compassion and Empathy into our DNA
- DeBono’s Thinking Hats – Challenging Personalities
- Creating a Culture of Compassion and Empathy by developing our E.Q.
Experiential Activity: Impasse – The ABC of Managing Behaviour
- How to overcome The 5 Dysfunctions of a Team
- How to create Inspirational and Compassionate Teams
- Teamwork Lessons from the Geese – DVD
- Creating a Disney Integration Matrix for our Values and Standards
This is a 1 Day CPD Accredited Workshop and delegates will:
- Be inspired and motivated to shift their personal paradigm for Service Excellence
- Consider your Hospital through the eyes of a Patient (internal and external)
- Learn the 3 vital ingredients to create a culture of innovation for Service Excellence
- Explore Disney’s Principles of Service Excellence and Continuous Improvement
- Create the “perfect service” utilising Appreciative Inquiry Planning tools
- Consider the relevance of breaking down silos in order to achieve patient experience excellence through the efficiency of Functional Teamwork
- Learn and apply the Disney Principles of Service Excellence Experience
- Complete a Self-Audit of their own perceived Service competencies
- Explore Professional Communication Tools to enhance Service levels
- Develop a greater awareness of the role of Emotional Intelligence within Patient Service
- Understand how their Emotional Intelligence Behaviours stack up under Pressure
- Consider the Service Principles of FISH!
- Analyse their Self-Awareness and Self-Management Scores
- Develop a greater understanding of all “self” behaviours leading to increased professional skills.
- Develop a greater understanding of all Intra and Inter Personal Relationships and people “types”.
- Enhance Professional Communication Skills: Telephone, Face to Face, Written
- Learn and Apply the Magic Kingdom Principles of Patient Experience Excellence
- Assess their Current State of Service Excellence by looking at their Hospital through the eyes of a Patient: Moments of Truth
- Develop “Other Awareness” – Understanding the impact that OUR style has on our Colleagues, Partners and our Clients Experience.
- Develop their “Self-Management” and Emotional Intelligence Behaviours & Attitudes
- Explore how to make their personality, their Departments and their Organisation “stand out from the Crowd” by practising their E.I. behaviours daily
- Develop their “Relationship Management”
- Consider internal measurements and initiatives to achieve Service Excellence
- Explore ways how to make that “WOW!” impact with their Customers
- Learn how to create group synergy and motivation
- Demonstrate how to display inspirational and motivational “Winning Behaviours and Attitudes” to our Colleagues and fellow Staff members
- Discover how to apply the ABC of Behaviour Management using E.I. techniques – how to deal with difficult patients / customers
- Explore the powers of Influence that Emotional Intelligence can offer
- Complete several Group Activities to explore and encourage inspired Team Working.
- Learn the latest concepts in; Planning and Organising, Decision Making and Problem-Solving, Patient Service Excellence, Prioritisation of ‘urgent’ versus ‘important’ tasks, Leadership and Influencing Skills, Building Stress Resilience, Well-Being and Mindfulness
- Receive a CPD Certificate in Patient / Customer Service
- Have FUN!!
