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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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Sep 8, 2015

Customer complaints can be delicate. How you deal with an unsatisfied customer will shape their opinion of the company. 

At Disney, Lee made sure managers knew to never get defensive with guests. Never try to win the argument with a customer. 

Your goal with a complaining customer is to win them over. Make them happy before they leave your business. 

Remember, emotional feedback from a customer will help you realize where you need to improve. Understanding where you need to improve, will help you move from good to great. 

It is not the problem that gets you in trouble, it is how you solve it. 

Click HERE to learn more about the Time Management Magic Course. 

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