Process
Guest Flow
Service Attention
Cast to Guest Communications
Service Process Debugging
100

Every Input must have a?

Output

100

The most common complaint of guests is....

Long Lines

100

Name one type of guest Disney highlights as needing special accommodations 

  • International Guests

  • Small Children 

  • Guest with Disabilities

100
How is Hoophall similar to Disney's guest communication?

Never say I don't know

100

What is debugging?

Looking for and improving flaws

200

Training Employees on how to deliver perfect service. Which is the input and which is the output

Training employees- Input

Perfect Service-Output

200

Name one way to optimize long lines

Optimizing product and service

Optimizing guest flow

Optimizing the queue experience

200

What is one way Disney has made their park accessible to all guests.

judgement of the presenter. 

200

What is one of the most commonly asked questions to cast members?

When does the three o'clock parade start?
200

What is one of the two circumstances used to create improvements?

Guest-owned actions and organization-owned problems

300

Processes are composed of the policies, tasks, and ____ that are used to deliver service.

procedures. 

300

How can guest flow be disrupted in building websites

Slow Loading Pages

300

Which guest is best supported by bilingual employees?

International Guests

300

What is the newsletter specific to Disney cast members?

Eyes & Ears

300

What is one company used as an example in the text?

Toys "R" Us

400

The Process of Service combines Human and ____ resources to create the best possible service

Physical

400

Which of the ways to optimize guest flow involves customizing the line to distract guests from the long line.

Optimizing the queue experience.

400

Creating seating and designing the theme of the park/stadium, which guests should be taken into special consideration.

Small Children

400

What is another tool cast members use communicate with guests?

Specialized training events, videos, reference cards

400

Why do cast members carry "magic pouches"?

To always be able to help improve and elevate guest experiences.

500

What is the best way to identify key combustion points is to.

Study your guests/customers

500

Factors affecting guest perceptions of wait times are... name 2/3

Access, Respect, and Information Connection.

500

What is one way the video discussed helping guests with disabilities? 

Up to the presenter's judgement.
500

What is the bus bulletin?

The bus transportation newsletter for cast members

500

What is "plussing"?

A Disney-made word based on always trying to improve guest experiences not matter how "good" they are already.

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