Louie Gravance | Customer Experience Consultant Who Translates Disney’s Service Principles to Other Industries

Louie Gravance

Customer Experience Consultant Who Translates Disney’s Service Principles to Other Industries

Fee Range
$12,500

Louie Gravance
Featured Video

Current: Speaker Reel

Time 05:14

Service is a Superpower

When a service employee asks the question, "What's in it for me," the honest and correct response is EVERYTHING."Your team members deserve to know that an investment OF themselves is an investment IN themselves.

This is not always an easy message to convey and convince your staff that "great service serves the server first."

Let me Louie it for you.

Just as he convinced and inspired thousands of cast members at Walt Disney World on their first day; let's illustrate to your employees how looking for opportunities to create magic for a customer can transcend their careers and lives.

When a WOW moment in customer service takes place it doesn't happen only for the customer, it occurs for both, simultaneously. Inspiring your team to make that connection is the single, greatest tool for maintaining a culture of service excellence. It has been Louie's pleasure re-ignite the passion for service excellence with bankers, nurses, claims adjusters, casino workers just to name a small few.

This power-talk explores what a WOW moment looks, sounds and feels like and why delivering them is good for everyone involved.

Every participant will come to understand that every customer interaction is an opportunity. An opportunity to define, not just what they're willing to do, but what they're willing to be.

VIRTUAL-Pay Intention | Setting the Stage for Your Company's Comeback

In my book, SERVICE is a SUPERPOWER—Lessons Learned in a Magic Kingdom, I outline the ten most important skills of a “service superhero”. The first, and most important skill, is Serving with Intention. An organization’s intention provides the context required for service excellence, no matter what they are providing or who they’re serving.

As your team re-enters the workforce after this challenging time it will be imperative to re-establish who you are and what you’re being for your customers and each other.

My years at Disney taught me that all business is show business. Allow me to offer the tools necessary to set the stage for a glorious comeback! Make sure your team is armed with all ten skills of the service superhero. And for goodness sake - PAY INTENTION.

Delivering WOW Service Moments Virtually

Forging the paths to delivering world-class service in a virtual world involves understanding a few foundational truths about the new arena:

1. We have all created avatars for ourselves that roam, shop, and explore in a virtual world seeking out the sources which serve us best. Whether we're aware of it or not.

2. Great brands can develop deeper bonds with their customers by becoming partners in personal publishing.

3. Customers will not value how an organization views itself as much as how an organization views THEM.

From his early work adventures as a Disney interactive street performer, Louie learned that creating “magical, Disneyfied moments” was about sharing the stage with the audience. To captivate their attention as an improvisational performer he referred to the audience constantly, drawing them with playful fascination.

In the highly humorous keynote, world-renowned customer service expert Louie Gravance will use career examples like this to show how the goal as service leaders is to use technology to enhance the emotional component of each transaction, rather than diminish it.

Workshop

During this exciting and engaging session, you'll explore the delivery of “magical” service moments consistently through the use of ten basic skills. Serving with INTENTION, and serving with VISION are just two of the skills covered in this deep-dive into the practical application of the Disney service principles. You will:

  1. Learn ways of identifying the narrative of your business
  2. Create an intention statement aimed at supporting the goals of your store
  3. Isolate keywords that ground your customers’ experience
  4. Learn a fun exercise you can implement with your staff called, “Good Show/Bad Show"
  5. Create an action plan for performance improvement
  6. Laugh a lot.

Aimed at owners and managers tasked with modeling and inspiring service excellence, you will come away with a training template for sharing what you’ve learned back home.

Louie Gravance
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