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. Next, he shows how to design a system that works for your industry. Finally, he outlines a plan that will enable you to create service magic in your organization. Doug's practical information will change employees' lives and improve the company's bottom line. Doug also works with companies challenged by cultural diversity from within and without. With a shrinking globe, 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. He has spoken for small, mid-size and large companies, conventions, universities, non-profit groups and associations. All presentations and handouts are designed to meet the clients' needs using their own language and specific issues.
Speeches & Seminars
"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 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" According to Doug, great service is a balancing act, and learning to maintain a balance between quality/quantity, skills/attitude, art/science, information/emotion, and hardware/software. They're all important but are they balanced? 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 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.
Background & Professional Accomplishments
MA in International Business
Author of "Danger & Opportunity-Resolving Conflict in U.S.-Based Japanese Subsidiaries", Intercultural Press, 1998
University of California * Pebble Beach Company * Wells Fargo Bank * NEC Electronics * Herman Miller, Inc. * Remedy Temp * Q-Logic * California State University * Bell Mobility Cellular * The Galbreath Company * Macy's/Bullock's * La Salle Advisors * Prentiss Properties * Delco Electronics * Northstar at Tahoe * US Computer Services/CableData * Grafil (Mitsubishi) * Omni Health Plan * Poppy Hills Golf Course * Farmers' Rice Cooperative * Calif. Co-op. Education Assoc. * Nat'l Home Furnishings Assoc. * City of Roseville * SMUD * Toshiba America, Inc. *IBM *ADAC *Motorola *Pacific Bell *US Airforce *University Studios *Veterans Health Administration *Hewlett Packard
"Doug has a unique ability to
captivate an audience with his delivery while also communicating pertinent and
1999 - 2003 all rights reserved