employee engagement
DESCRIPTION
Looking at lessons learned from the leaders in customer service and employee relations, and adapting the relevant ones. An example of lateral thinking, where certain best practices can easily be adapted and transfer to help in a different context.TRANSCRIPT
Employee Engagement
Disney Style
The Underpinning Concept
Management
Customer ValueLoyalty
Employee Satisfaction and Retention
• Our employees make the magic happen. We strive to create an optimal employee experience while meeting our business needs
• Our culture and values reinforce our commitment and responsibility to the people in our organization
Employee EmpowermentTrue development is a collaborative partnership between us.
Online reference materials and resources
Instructor-led classesPerformance support
systemsEducation
reimbursement for job-related degree programs
Learning & Development Training programs
customizable to you and your goals:• Professional Development• Management/Leadership
Development• Computer Skills• Business Immersion
Programs• Individual Career
Development Learning environment that
encourages everyone, no matter what your role -- to increase your engagement and assist you in reaching your goals
Performance support systems
What we’ve done
How we’re doing
Performance
Measured versus Coached
How we’re doing
Coached
Present
Behaviour
What we’ve done
Measured
Past
Accomplished
SERVICE MODEL
SmileEye contact and body languageRespect and welcomeValue the “magic”Initiate guest contactCreate service solutionsEnd with a “thank you”
ADAPTED “SERVICE MODEL”
SmileEye contact and body languageRespect and welcomeValue the programmesInitiate client or volunteer contactCreate service solutionsEnd with a “thank you”
Management
Listen to the front-line
Create environ contributive for info sharing
The Driving Concept
Management
Superior
Customer
Value
Loyalty
Thank You!