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The original item was published from 3/11/2016 3:06:31 PM to 1/1/2017 12:10:01 AM.

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Posted on: March 11, 2016

[ARCHIVED] City employees to participate in customer service training

Walt Disney quote

City of Battle Creek employees will be learning to try and make customers' dreams come true and develop values like mutual trust and respect through Disney Way training.

The customer-centric training is set to begin this August, and all city employees will be trained by early 2017.

The City Commission on Wednesday approved a contract with Capodagli Jackson Consulting, authors of The Disney Way and trainers of the method.

The Disney Way outlines the successes of The Walt Disney Co. that the authors say can build a solid foundation of service for other companies. Co-author Bill Capodagli will lead the team implementing the program in Battle Creek. The method has been used successfully in Michigan in Ottawa County and Royal Oak.

"Customer service is at the heart of what we do, and we have both employees who have worked with us for a long time, as well as those who are new to the city and may be new to customer service," said City Manager Rebecca Fleury. "This program, which aims to revamp our customer service process, improve leadership skills and implement a culture of innovation, is a commitment to create customer experiences every time there is an interaction with city staff, both with our internal and external customers."

The program uses Walt Disney's original success principles – Dream, Believe, Dare, Do – a credo the consultants say is the foundation of a commitment to creating customer service experiences that are second to none.

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