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Creating Disney Magic: Lessons in Leadership, Management, and Customer Service

Lee Cockerell, former Executive Vice President of Operations for Walt Disney World, shares his wisdom and experience from his time with Disney, Marriott, and Hilton. Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization.
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Creating Disney Magic: Lessons in Leadership, Management, and Customer Service
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Now displaying: 2014
Dec 30, 2014

Lee Cockerell asked his 12 year old granddaughter what makes great customer service. Her simple answer of "Be Nice" can have a profound impact on your organization. 

In this episode Lee explains how being nice will help you in customer service, management, and other areas of your life. Lee also outlines a script you can use to be nice during difficult conversations. 

Lee also talks about how to handle a culture of poor customer service in a small company. 

Dec 23, 2014

Lee Cockerell explains an early lesson he learned from Bill Marriott. 

This lesson about flies at a hotel stuck with Lee through the rest of his career. Understanding the concept of "Everyone Has Flies" caused Lee to take responsibility of any problem and grab a flyswatter to attack the problem. 

Lee also discusses the impact time management had on his career and personal life. Lee's upcoming book, Time Managment Magic, outlines the system Lee uses to manage his own time. 

Dec 23, 2014

Everyone who works for Disney is a cast member, not an employee. In this episode of Creating Disney Magic, Lee Cockerell explains why they are called cast members and the impact it has on the culture of Disney. 

Lee also reveals his favorite ride at Disney World. 

Dec 22, 2014

Creating Disney Magic with Lee Cockerell delivers lessons in leadership, management, and customer service. 

In this introductory episode of Creating Disney Magic, Lee Cockerell tells his story, beginning with growing up on a farm in Oklahoma. 

Lee is best known for his time as Vice President of Operations at Walt Disney World. You will hear the story of how Lee got to Disney, and some of the most valuable lessons he learned while there. 

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