SorcererMickey
September 23rd, 2007, 17:34
Disney Teaches Customer Service To Miami Airport, Others
MIAMI -- Miami International Airport said it wants to improve its customer service, so it's hired Disney's image-makers to help.
The Disney Institute, a Florida-based unit of the Walt Disney Co., has coached thousands of executives and front-line workers from other companies and organizations since 1986.
Now, the Institute has taken another client: Miami's airport, which many travelers would say 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.
Many principles taught by Disney Institute are created and tested through research and data collection, including visitor surveys. Trainers average 10 years with Disney.
Source: http://www.local10.com/news/14180482/detail.html
MIAMI -- Miami International Airport said it wants to improve its customer service, so it's hired Disney's image-makers to help.
The Disney Institute, a Florida-based unit of the Walt Disney Co., has coached thousands of executives and front-line workers from other companies and organizations since 1986.
Now, the Institute has taken another client: Miami's airport, which many travelers would say 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.
Many principles taught by Disney Institute are created and tested through research and data collection, including visitor surveys. Trainers average 10 years with Disney.
Source: http://www.local10.com/news/14180482/detail.html