"If you're not getting exposed to those new thoughts or new ideas, then you're not effectively advancing the way you're serving."

Episode Chapters

[00:01:25] Does Self-Confidence Affect Customer Service?

[00:03:26] Why Leaders Must Deal With Difficult Situations

[00:06:57] How Managers Build Confidence in Their Teams

[00:08:23] Why Training Reduces Fear and Uncertainty

[00:11:05] Exposure Creates Better Service and Better Leaders

Can an employee's personal confidence transform your organization's guest experience? In this episode of Creating Disney Magic, Lee Cockrell, retired Executive Vice President of Walt Disney World, answers a listener question regarding connection between self-confidence and customer service.

Lee breaks down exactly why an unconfident employee can inadvertently drag down your brand. If someone is often avoiding guests it's likely out of a fear of failure or a lack of clarity on how to solve problems. Professional confidence is built through training, operational understanding, and exposure to new ideas. Take a listen for more on how understanding your role in the "chain of excellence" is the ultimate confidence booster for your frontline staff.

Read the blog for more from this episode.

Resources

CockerellStore.com

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

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