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Leadership for Quality Service
This title is part of the Learning a la Carte Series
Duration: 11 minutes
Synopsis

In this video, hear from a former Disney executive about how leadership can ensure that high quality customer service is consistently delivered.

This program features psychologist Peter Quarry, interviewing Doug Lipp, an international business consultant, USA.

Doug Lipp, formerly head of training at Disney Studio's Walt Disney University, also worked at Disneyland on the "Traditions" orientation program and other leadership courses.

Pivotal in Doug's career with Disney was his experience in the mid 80s when the corporate culture changed from the arrogant: "we're the best, why change?" To the progressive: "don't rest on your laurels" powerhouse corporation that it remains today. Fluent in Japanese, Doug Lipp was on the startup team for Tokyo Disneyland, working in Japan for two years creating Disney's first international theme park. Both when he worked for NEC Electronics and currently in his private consulting practice, Doug Lipp addresses the topics of global and domestic customer service, leadership, and cultural diversity with his clients in the U.S. and abroad.

Doug Lipp is the author of several books including The Changing Face of Today's Customer, which proclaims the use of "cultural sense" in addition to common sense, and Even Monkeys Fall From Trees, about the balance of art and science for outstanding customer service.

Key Learning Points
  • the importance of a strong, consistent service message
  • empowering front line employees to provide service
  • maintaining service enthusiasm for the long term
  • the difference between managers and leaders
Package Description
DVD
Recommended Audiences
  • Executives
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Interview
STOCK CODE
LALC26
ISBN
9781925287066
Published
Melbourne
Filming location
USA
Release year
1998
Remastered year
2006
Copyright owner
ClickView
Publisher
Seven Dimensions