Examine the evolution of the “chain of excellence”.

                                   Dr. Ernesto Camarsano Junior – recognized as one of the best presenters at Disney Institute California, president of Janus Brasil advising Téc. Commercial Legal and Janus Investments of Florida Corporation, his experiences with Disney and the key elements of quality about Disney Magic, he has accumulated over these years this effective vision of how to bring high performance understanding global changes and economic trends bringing the tools to adapt and create a sustainable competitive advantage for your company.

                                   The objective of this Workshop is to explore how companies focus on achieving excellence and delivering a unique vision of service quality and staying in a competitive environment that is constantly changing, excellence and leadership that generates a reputation for success.

This program is designed to be informative and participatory in nature, and brings us leadership in excellence across a corporate value chain that forges a consistent message that supports a culture by design.

PROGRAM

evolutionary leadership

transformational culture

Evolutionary Service

progressive loyalty

Back to Work Action Plan

Certified

In leading a team as well as acting as an individual contributor, each team member must have a creative leadership role in moving the product, service and/or brand forward and understanding new economic trends to succeed.

Using technology and social media to help everyone create solutions that support the vision for moving in the right direction.

Leadership Activity Learn how the organization's structure relates to business results and how culture dictates employee behavior and engagement.

High-performing organizations start by creating a culture by design and establishing a recruiting strategy that secures the right person in the right place and role.

However, the selection process is left to chance, with the hope that new employees will eventually “fit” into the corporate culture.

Selection and training plays a vital role in the success of the corporate culture. We will thus guide the participant through ideas to transform their culture and have everyone “on board” with new ways of doing things.

In today's competitive and changing climate, organizations must rely on their frontline people more than ever.

Organizations can no longer have their employees working for them; they must work with them. We'll share how to go from ordinary service to legendary service and teach strategies that will help participants develop new ways to achieve "wow!" of its customers and employees.

At no time in history has customer loyalty been as vital as it is today.

A business strategy that ignores the value of building relationships and focuses exclusively on conducting transactions will have high customer churn.

Learn new and creative ways to retain employees and employees.

Group Activity to reflect on how to gain employee and customer loyalty

Participants will have time to put their learning and ideas from the Workshop into practical actions, creating an action plan as well.

Digital certificate certified by Janus Brasil and Janus Investments will be provided. This event is officially partnered by the Disney Institute, we use its facilities inside the parks and can be held for its employees also here in Brazil.

PROGRAM OBJECTIVES

  • Present and understand a “balanced scorecard” strategy and how it impacts business results.

• Explore organizations' visions and how various philosophies can be part of success in achieving goals and objectives.

• Discover how to approach learning and how to actively get employees motivated and engaged.

• Learn and discuss trends from leaders in excellence and change management to deliver legendary customer experiences that deliver real business results.

what will you learn

Throughout this course you will unlock some of the secrets behind Disney's culture and service processes. In this program, you will examine the proven model for delivering world-class services and discover how attention to detail creates a consistent and successful environment for employees and customers. You can use these ideas to transform and improve your own organization's service delivery and quality.

Seminar: The Disney Style of Service Excellence

       How to build an organizational culture where the goal is to surprise the customer.

Instructor: Dr. Ernesto Camarsano Junior/ and his team

TARGET AUDIENCE

All that have an impact on customer service in organizations.

Why attend this seminar?

Dr. Ernesto annually advises Disney parks and its internal teams for business management;

Participated in several courses at the Disney Institute in Orlando on the success of the Disney model;

Every year, he teaches Customer Loyalty seminars in Orlando and Miami for executives from Brazilian companies.

Content Highlights

What does Disney sell? What does your company sell?;

How does Disney understand its guests? And your company?;

How does it deal with guests' needs, desires, perceptions and emotions;

How does it go beyond expectations if the customer is always changing its demand pattern;

What is the service quality cycle at Disney?;

How does she hire people? How do you train them? How do you rate it? How do you pay? How do you reward? How do you give feedback? How do you promote? How do you fire?;

How it aligns employees' actions and sets standards of behavior in relation to customers;

How do you define guest-focused procedures and processes?;

Disney examples that surprised guests;

Messages for your company to evaluate, validate and even implement.