SOFT SKILLS IN ACTION
Name one soft skill you need to actively listen to a customer.
Empathy (or Active Listening)
What’s the first thing you should do when a customer is upset?
Listen carefully and show empathy.
Give one example of nonverbal communication.
Eye contact, posture, gestures, facial expressions
What is “guestology”?
The study of guests to understand their needs and deliver exceptional experiences.
What is a resume used for?
To show your skills, experience, and qualifications to potential employers.
What’s the difference between a hard skill and a soft skill?
Hard skills are teachable abilities (like typing), soft skills are personal attributes (like teamwork).
Name one technique to calm an angry customer.
Stay calm, acknowledge feelings, repeat back concerns.
Why is using proper grammar in emails important?
Shows professionalism and clarity; reflects positively on you and the company.
Name one Disney quality standard that ensures excellent customer service.
Courtesy, safety, efficiency, cleanliness, showmanship
Name one question commonly asked in an interview.
Examples: “Tell me about yourself,” “What are your strengths and weaknesses?”
You’re working on a team project and a teammate isn’t contributing. Which soft skill helps you handle this?
Communication
Collaboration
Conflict resolution
What’s wrong with responding defensively to a customer complaint?
It escalates the situation and damages the customer relationship.
Name two behaviors that show professionalism at work.
Punctuality, appropriate dress, respectful communication, reliability
How can attention to detail affect a guest’s experience?
Small details create a memorable experience and show care for the guest.
Why is it important to follow up after an interview?
Shows professionalism, reinforces interest, keeps you top-of-mind with the employer.
You’re asked to handle multiple tasks at once while staying friendly with customers. Name 2 soft skills you’re using.
Time management, patience, adaptability, positivity
A customer is yelling about a mistake you didn’t make. What 3 steps do you take to resolve it professionally?
Listen actively, apologize for the inconvenience, offer a solution or escalate if needed.
You disagree with a co-worker in a meeting. How can you stay professional?
Use calm tone, focus on ideas not people, listen actively, offer constructive feedback
How does Disney’s “delivery system” apply to customer service outside of theme parks?
Consistently follow procedures, focus on guest satisfaction, ensure smooth operations and quality outcomes.
You’re writing a cover letter. Name 2 things you must include.
Job title/position, why you’re a good fit, relevant experience, enthusiasm for the role
Explain how showing a growth mindset can turn a customer complaint into an opportunity.
By staying positive, seeking solutions, learning from feedback, and improving service.
You notice a pattern of complaints about a specific service. How can you use this feedback effectively?
Analyze patterns, suggest improvements, communicate with your team, prevent future issues.
Describe how mood vs. attitude can impact customer interactions.
A positive attitude can improve customer experience even if you’re tired; negative mood can affect service delivery.
You notice a team member cutting corners on standards. How would Disney training suggest you handle this?
Address it respectfully, follow procedures, maintain quality, and coach if possible.
Explain how soft skills, conflict resolution, and customer service experience can help you in any job.
They improve teamwork, communication, problem-solving, and ensure successful interactions with colleagues and clients.