Process
Every Input must have a?
Output
The most common complaint of guests is....
Long Lines
Name one type of guest Disney highlights as needing special accommodations
International Guests
Small Children
Guest with Disabilities
Never say I don't know
What is debugging?
Looking for and improving flaws
Training Employees on how to deliver perfect service. Which is the input and which is the output
Training employees- Input
Perfect Service-Output
Name one way to optimize long lines
Optimizing product and service
Optimizing guest flow
Optimizing the queue experience
What is one way Disney has made their park accessible to all guests.
judgement of the presenter.
What is one of the most commonly asked questions to cast members?
What is one of the two circumstances used to create improvements?
Guest-owned actions and organization-owned problems
Processes are composed of the policies, tasks, and ____ that are used to deliver service.
procedures.
How can guest flow be disrupted in building websites
Slow Loading Pages
Which guest is best supported by bilingual employees?
International Guests
What is the newsletter specific to Disney cast members?
Eyes & Ears
What is one company used as an example in the text?
Toys "R" Us
The Process of Service combines Human and ____ resources to create the best possible service
Physical
Which of the ways to optimize guest flow involves customizing the line to distract guests from the long line.
Optimizing the queue experience.
Creating seating and designing the theme of the park/stadium, which guests should be taken into special consideration.
Small Children
What is another tool cast members use communicate with guests?
Specialized training events, videos, reference cards
Why do cast members carry "magic pouches"?
To always be able to help improve and elevate guest experiences.
What is the best way to identify key combustion points is to.
Study your guests/customers
Factors affecting guest perceptions of wait times are... name 2/3
Access, Respect, and Information Connection.
What is one way the video discussed helping guests with disabilities?
What is the bus bulletin?
The bus transportation newsletter for cast members
What is "plussing"?
A Disney-made word based on always trying to improve guest experiences not matter how "good" they are already.