Doug has spent over 25 years working from the front lines to the boardrooms of corporations around the world. Formerly the head of training at Disney Studio's Walt Disney University, Doug also worked at Disneyland where he provided the well-known, Traditions orientation program and other leadership courses. Doug was fast-tracked into management after extensive training in all aspects of theme park operations. During these years, Doug found that even strong organizations like Disney must embrace change and be willing to innovate.

Fluent in Japanese and with a Master's degree in International Business Communication, Doug was on the start-up team for Tokyo Disneyland, Disney's first international theme park. Both when he worked for NEC Electronics and currently in his private consulting practice, Doug addresses the topics of global and domestic customer service, leadership, and cultural diversity with his clients in the U.S. and abroad.

TOPICS:
The Magic of Exceptional Customer Service: Doug's Walt Disney University training experience provides fascinating stories, unique insights, and invaluable lessons. 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.

Lead the Way, Your Customer Will Follow: Training front line employees to provide great customer service is a fundamental of consistent, outstanding service, but it breaks down if leadership doesn't model the desired attitude and behavior. Doug zeroes in on the concept of great leadership - great customer service, then reinforces his concepts with examples of strategies that worked, and some that didn't from Disney and other organizations.

Even Monkeys Fall From Trees: The Key to Maintaining Your Balance and Recovering from Inevitable Mistakes - Lessons from Disney: Even the best and the brightest make mistakes. However, the ability to deal with setbacks, and then bounce back in even stronger form is the hallmark of consistent market leaders. Join Doug as he takes you on a behind the scenes tour of the Walt Disney Company to learn about both its successes and how it overcame some spectacular challenges.

Global Competitiveness: Obstacles & Opportunities: The globe is shrinking, is your business expanding? All companies that expand globally, or provide products to culturally diverse customers domestically, run into problems. Learn what companies such as IBM, Procter & Gamble, Intel and Disney learned (often the hard way) and how you can benefit from those lessons. This session gives real-life examples that support the concept of think globally, but act locally, and is a must for groups that serve a culturally diverse customer base either domestically or internationally.

FEE RANGE: $7,500 - $10,000

VIDEO & PRESS MATERIAL AVAILABLE UPON REQUEST