Customer Service the Disney Way

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CUSTOMER SERVICE

The Disney Way Author and former Disney EVP Lee Cockerell talks about hiring, training, customer service, and parking—and why it all matters.

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By Kim Fernandez COMMON REACTION IN ANY CONVERSATION ABOUT CUSTOMER SERVICE

Customer service is in Cockerell’s blood—we’ll Sense Leadership Strategies from a Life at Disney;” and get to that in a minute—and was a priority during his “Time Management Magic: How to Get More Done Ev10 years as executive vice president for operations at ery Day and Move from Surviving to Thriving.” Disney, where he created and managed Today, he consults on customer serDisney Great Leader Strategies, used vice, including for the Disney Institute, to train 7,000 company leaders. Cockand hosts the Creating Disney Magic: erell led 40,000 cast members and was Lessons in Leadership, Management, responsible for the operations of four and Customer Service podcast. So theme parks, 20 resort hotels, two water what’s any of this got to do with parkparks, a shopping and entertainment ing? Lots. village, and the ESPN sports and recreation complex. Service Basics He served in executive roles at Marri“My grandmother was the nicest person ott and Hilton hotels before joining Disyou ever knew,” Cockerell says. “She ney and is author of several bestselling taught me courtesy, politeness, and to books about customer service, including treat people properly.” He heard her “The Customer Rules: The 39 Essenvoice in his head during high school, tial Rules for Delivering Sensational when he worked in a lumber yard and Mickey Mouse reading Service;” “Creating Magic: 10 Common Creating Magic making deliveries for a local pharmacy,

22  THE PARKING PROFESSIONAL | NOVEMBER 2018 | PARKING-MOBILITY.ORG

SHUTTERSTOCK / GHENADIE

is to reference The Walt Disney Company, whose resorts, where no detail is left to chance, are known as the pinnacle of outstanding service. If you bring up customer service at Disney, though, they’re likely to mention Lee Cockerell. And Lee Cockerell, as it turns out, has a lot of thoughts about customer service and parking.


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