Disney Philosophy
An unfortunate result of automation is that it produces higher levels of efficiency and consistency but at the expense of this
What are Personalized Human Services?
This is Disney's number 1 priority and at the forefront of all considerations relative to service offerings, space, and guest experience.
What is Safety?
When the delivery systems of process, place, and people are aligned exceptional service can occur. This state of nirvana exists here.
What is the Zone of Exceptional Service?
This is roughly the total number of staff (academic and administrative) we serve across all WashU campuses
19,464
In an effort to increase sustainable solutions awareness, WashU became the first university in the nation to ban the sale of this/these in 2009.
What are Single Use Disposable Plastic Water Bottles?
Positive emotional connections will ultimately drive the length and frequency of a customer’s ______ with your organization.
What is Engagement?
Providing friendly, personalized service to make Guests and fellow employees feel special and individual. Seeing, listening, and interacting with kindness and compassion is a result of using this key
What is Courtesy?
Never Eat Soggy Wheeties is a wordplay I learned to determine North East South West on a compass.
N E S W stands for this when using Disney's compass tool which sets the direction of service
Needs
Emotions
Stereotypes
Wants
This is the number of students (undergrad and grad) we serve across campuses
What is 17,047?
In 2014 a Bear Cub named Boo Boo Was Brought to campus to relax students before finals. He ended up biting students and sparking this
What is a Rabies Scare?
Exceptional service is about systems, standards, and these
What are Processes?
In the heart of everything Disney does, this key both stands alone and supercharges the other four keys.
What is Inclusion?
At Disney, the acronym of VIP stands for this
What is Very Individual Person
This is the number of academic schools at WashU
8 Schools
College of Arts & Sciences - James McKelvey School of Engineering
School of Law - School of Medicine
Olin Business School - George Warren Brown School of Social Work
University College - Sam Fox School of Design & Visual Arts
The Official motto of WashU is Per Veritatem Vis which translates to this
Strength through Truth
An organization must cultivate internal customer service with the same intentionality as this they do when providing this
What is External Customer Service?
This key focuses on attention to detail and maintaining environments that are clean and tidy and reflective of clients' lives and experiences ensuring that they feel relevant.
What is Show?
This is the consistent execution of service standards through all delivery channels at all touch points.
Quality Service
Based on recent figures noted in Wikipedia, the current WashU endowment sits at this figure
What is $13 Billion?
Founded in 1853, the original name of Washington University was this
What is Eliot Seminary
This is the essential foundation on which all other service decisions can be developed
What is A Common Purpose?
Providing a great experience through practices that minimize costs, reduce wait times, and provide clients the best value for their investment involves use of this key
What is Efficiency?
The heart of service recovery is to pursue the reconciliation of the ________, not just the resolution of the __________.
What is Relationship
What is Issue/Problem
This is the number of incidents opened within the past 12 months
What is 142,663
Featured in the 80's hit tv show, That's Incredible, this former University administrator was crowned winner of an intense Rubix Cube competition.
Who is former Provost Holden Thorpe?