Disney U is a book written by Doug Lipp, who is a consultant and speaker on customer service, leadership, and training. The book focuses on the unique training program that Disney has developed to create some of the most engaged, loyal, and profitable employees in the world. In this book, Doug Lipp shares the secrets of Disney University and how it has helped to shape the Disney culture.
Chapter 1: The Power of Disney University
In the first chapter, Doug Lipp introduces the concept of Disney University and how it came to be. He explains that Disney University was created in 1955 by Walt Disney himself, who believed that the success of his company was dependent on the quality of its employees. The university was designed to provide employees with the tools and knowledge they needed to provide exceptional customer service and create a magical experience for guests.
Chapter 2: The Disney University Philosophy
In this chapter, Doug Lipp discusses the philosophy behind Disney University. He explains that the university is based on the idea that every employee is important and has a role to play in creating the Disney experience. The philosophy is centered around the idea that every employee should be trained to provide exceptional customer service and create a magical experience for guests.
Chapter 3: The Disney University Curriculum
In this chapter, Doug Lipp provides an overview of the curriculum at Disney University. He explains that the curriculum is designed to teach employees everything they need to know about the Disney culture and how to provide exceptional customer service. The curriculum includes courses on guest service, communication, leadership, and more.
Chapter 4: The Disney University Learning Experience
In this chapter, Doug Lipp discusses the learning experience at Disney University. He explains that the university uses a variety of techniques to teach employees, including classroom instruction, hands-on training, and mentorship programs. The learning experience is designed to be engaging and interactive, with a focus on helping employees apply what they have learned to their jobs.
Chapter 5: The Disney University Culture
In this chapter, Doug Lipp explores the culture at Disney University. He explains that the culture is centered around the idea of continuous learning and improvement. Employees are encouraged to take classes, attend workshops, and participate in other learning opportunities to improve their skills and knowledge.
Chapter 6: The Disney University Impact
In this chapter, Doug Lipp discusses the impact of Disney University on the company as a whole. He explains that the university has had a significant impact on the success of the company, helping to create a culture of exceptional customer service and loyalty among employees.
Conclusion
Overall, Disney U is a fascinating look at the training program that has helped to shape the Disney culture. Throughout the book, Doug Lipp provides valuable insights into the philosophy, curriculum, and culture of Disney University, as well as the impact that the university has had on the company as a whole. Whether you are a fan of Disney or simply interested in learning more about exceptional customer service, this book is definitely worth reading.
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