The Art of Exceptional Customer Service and Leadership
Doug Lipp, an internationally acclaimed expert on customer service, leadership and diversity, motivates and challenges audiences around the world as a consultant and speaker. 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. Pivotal in Doug’s career with Disney was his experience in the mid-80′s when the corporate culture changed from the arrogant: “we’re the best, why change?” To the progressive: “don’t rest on your laurels” powerhouse corporation that it remains today. Join Doug as he takes you on an entertaining and insightful journey behind the scenes to discover both the secret of Disney’s success and how it has overcome spectacular challenges.
Fluent in Japanese, Doug was on the start-up team for Tokyo Disneyland, working in Japan for two years creating 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.
He is the author if 6 books including his most recent book The Changing Face of Today’s Customer, which proclaims the use of cultural sense in addition to common sense. It is endorsed by prestigious business leader Peter Ueberroth and One Minute Manager co-author, Ken Blanchard. He is also the author of Even Monkey Fall From Trees, about the balance of art and science for outstanding customer service.
ROI/Tangible Program Benefits:
- Learn how certain skills, attitudes and behavior contribute to exceptional performance to build, win, and keep market share
- Learn what companies such as IBM, Starbucks, Procter & Gamble, Intel and Disney have discovered (often the hard way) and how you can benefit from those lessons
- Learn how the concept of great leadership = great customer service
Testimonials/Client List:
I would like to commend you on your pre-event research. I know that until we first spoke, you were not familiar with Remedy. However, anyone hearing your presentation would assume that you were a long term Remedy employee due to the skillful way you meshed our company culture, vocabulary, and methods into your own presentation.-Remedy Intelligent Staffing
You addressed audiences ranging from front-line employees to management and did a great job of adjusting your approach and messages to each.-Pepsico
The key to your successful presentation was your ability to blend an important message with an approach which is effective to an international audience. The examples you shared from your days with Disney in Japan and the U.S. made your message all the more enjoyable.-IBM
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