Module 4: Customer Care Kingdom - Draft

Module 4: Customer Care Kingdom - California Dreamin’ Training Curriculum

Objective: To instill a Disney-style customer service magic in California Dreamin’ team members, enabling them to understand guest needs, exceed expectations, and create a kingdom of exceptional experiences.

Session 1: The Heart of Customer Care

Overview:

• Introduce the concept of customer care as the heart of the California Dreamin’ experience.
• Emphasize the role of team members in creating magical moments for guests.

Activities:

• Icebreaker: "Magical Moments Share" - Team members share personal experiences of exceptional customer service.
• Group Discussion: "The Impact of Customer Care" - Discuss the ripple effect of positive customer interactions.

Session 2: Disney-Style Customer Service Magic

Overview:

• Dive into the principles of Disney-style customer service.
• Explore the importance of creating a magical and memorable experience for every guest.

Activities:

• Role Play: "Creating Disney Moments" - Teams enact scenarios embodying Disney-style customer service.
• Disney Magic Workshop: Explore the core elements of Disney's customer service philosophy through interactive activities.

Session 3: Understanding Guest Needs

Overview:

• Teach team members to actively listen and understand guest needs.
• Explore the art of anticipating and fulfilling guest expectations.

Activities:

• Role Play: "Guest Interaction Scenarios" - Teams practice understanding and responding to various guest needs.
• Empathy Training: Engage in activities to enhance empathetic communication.

Session 4: Exceeding Expectations - The Wow Factor

Overview:

• Discuss strategies for exceeding guest expectations and creating "wow" moments.
• Emphasize the impact of going above and beyond in customer care.

Activities:

• Wow Factor Challenge: Teams brainstorm and present creative ideas for exceeding guest expectations.
• Role Play: "Creating Wow Moments" - Practice surprising and delighting guests through personalized gestures.

Session 5: Team Coordination for Customer Care Kingdom

Overview:

• Highlight the importance of teamwork in delivering exceptional customer service.
• Explore communication and coordination strategies for creating a cohesive customer care experience.

Activities:

• Team-building Games: "Customer Care Relay" - Collaborative activities to strengthen team bonds.
• Group Discussion: "The Power of Team Customer Care" - Share insights on working together to create magical moments.

Session 6: Culmination - Customer Care Kingdom Showcase

Overview:

• Showcase acquired skills through a Customer Care Kingdom Showcase.
• Encourage creativity and individual expression in delivering outstanding customer service.

Activities:

• Customer Care Kingdom Showcase: Team members demonstrate their customer service prowess through various scenarios.
• Peer Feedback: Recognize outstanding contributions to guest satisfaction and teamwork.

Conclusion: Celebrate the successful completion of Module 4 with a customer care celebration and award team members with certificates of excellence. They are now the architects of Customer Care Kingdom at California Dreamin’!