What is the magic of Disney? Join Doug Lipp as he takes you on an entertaining and insightful journey behind the scenes to discover the secret of Disney's success.

Formerly head trainer at The Walt Disney University, Doug's informative and humorous style brings audiences into the unique culture of customer service that sets Disney apart. He relates how to design a system that works for your industry and outlines a plan that will enable you to create "service magic" in your organization. His practical information changes employees' lives and improves the company's bottom line.

 

He also works with companies challenged by cultural diversity from within and without. Companies must understand the changing marketplace to remain competitive. Fluent in Japanese, Doug was instrumental in the opening of Tokyo Disneyland and currently helps businesses perform successfully abroad.

Doug has spoken for companies, conventions, universities, non-profit groups, and associations, of all sizes. His presentations and handouts are always designed to meet his clients' needs, using their own language and specific issues.

The Magic of Exceptional Customer Service: Doug provides fascinating stories, unique insights, and invaluable lessons he gained from his Walt Disney University experience. Learn how certain skills, attitudes, and behavior contribute to exceptional performance to build, win, and keep market share. He includes an overview of his active-listening concepts and his well-known "Life as Tigger" story.

Life on the Highwire, Learning to Strike the Service Balance: Great service is a balancing act, learning to maintain a balance between quality/quantity, skills/attitude, art/science, information/emotion, and hardware/software. This talk includes a strong focus on building strong internal relationships to improve service.

Working Across Cultures: Common sense vs. cultural sense. Learn powerful and effective communication skills to build relationships with clients and co-workers from diverse backgrounds. How to avoid common mistakes and implement powerful negotiation tips.

The Challenging Person: All your best intentions can fall apart when dealing with the angry customer, irritating co-worker, or difficult boss. Doug will show you the "7 Service Killers," often the culprits behind those troublesome situations. He will also teach "RAPS"—an active-listening method effective for dealing with challenging people.