$7,500 - $10,000
$7,500 and Under
Louie Gravance is often referred to as “the guy that can make the Disney service concepts work outside of Disney.” From over 25 years at the Walt Disney Company, Louie enjoyed a distinguished career with Disney theme parks, designing everything from live-entertainment experiences to customer service training programs through the Disney Institute in Orlando Florida.
Following his hugely effective tenure in Orlando, Gravance left Disney to pursue other opportunities and soon amassed even more success working as a consultant, customer service speaker, and corporate culture guru. Louie has designed multi-million-dollar service campaigns for companies such as ING Financial, Choice Hotels, Microbac Technologies, Nikon and The American Council of Independent Laboratories. Louie Gravance has been credited with “literally changing the consciousness of business in America” through his service campaigns and initiatives that have included Bank of America’s “The Bank of America Spirit” campaign- deemed the most successful customer service training initiative in the company’s history. In 2014 his unique entertainment and training experience was called upon to be part of the opening team of Harry Potter’s Diagon Alley expansion at Universal, Orlando.
At only twelve years old, he began working in California as a stage, film and television actor and would go on to appear in over thirty-five national television commercials. In 1987, Gravance was offered a summer job with one of the entertainment industry’s most successful conglomerates, The Walt Disney Company, beginning as a comic at Disneyland in Anaheim, California and soon thereafter embarking on a nearly three-decade adventure at the Walt Disney World Resort in Orlando, Florida.
Gravance is the recipient of the Disney Partners in Excellence Award and the Spirit of Disney Award and has been recognized internationally as a Disney keynote speaker, having begun his professional speaking engagements on behalf of Disney in 1998.
Through his company Louie Gravance Creative Content, in Orlando, Florida and continues to offer clients unique training programs with incorporated themes such as “Great Service Serves the Server First!” and powerful initiatives including “Service is a Superpower!”. We’re proud to announce the publishing of his first book: SERVICE is a SUPERPOWER! (Lessons Learned in a Magic Kingdom) is being published through Mascot books with a release set for February 2020!
While corporate and employee growth is serious business, humor and heart remain at the center of every Louie Gravance presentation because he also knows, from experience, there’s no business BUT show business!
For more information on Louie Gravance, please contact Executive Speakers Bureau 901.754.9404.
Delivering WOW Service Moments Virtually
Forging the paths to delivering world-class service in a virtual world involves understanding a few foundational truths about the new arena:
1) We have all created avatars for ourselves that roam, shop, and explore in a virtual world seeking out the sources which serve us best. Whether we're aware of it or not.
2) Great brands can develop deeper bonds with their customers by becoming partners in personal publishing.
3) Customers will not value how an organization views itself as much as how an organization views THEM.
From his early work adventures as a Disney interactive street performer, Louie learned that creating “magical, Disneyfied moments” was about sharing the stage with the audience. To captivate their attention as an improvisational performer he referred to the audience constantly, drawing them with playful fascination.
In the highly humorous keynote, world-renowned customer service expert Louie Gravance will use career examples like this to show how the goal as service leaders is to use technology to enhance the emotional component of each transaction, rather than diminish it.
*VIRTUAL-Pay Intention | Setting the Stage for Your Company's Comeback
In my book, SERVICE is a SUPERPOWER—Lessons Learned in a Magic Kingdom, I outline the ten most important skills of a “service superhero”. The first, and most important skill, is Serving with Intention. An organization’s intention provides the context required for service excellence, no matter what they are providing or who they’re serving.
As your team re-enters the workforce after this challenging time it will be imperative to re-establish who you are and what you’re being for your customers and each other.
My years at Disney taught me that all business is show business. Allow me to offer the tools necessary to set the stage for a glorious comeback! Make sure your team is armed with all ten skills of the service superhero. And for goodness sake - PAY INTENTION.
Service is a Superpower
When a service employee asks the question, "What's in it for me," the honest and correct response is EVERYTHING."Your team members deserve to know that an investment OF themselves is an investment IN themselves.
This is not always an easy message to convey and convince your staff that "great service serves the server first."
Let me Louie it for you.
Just as he convinced and inspired thousands of cast members at Walt Disney World on their first day; let's illustrate to your employees how looking for opportunities to create magic for a customer can transcend their careers and lives.
When a WOW moment in customer service takes place it doesn't happen only for the customer, it occurs for both, simultaneously. Inspiring your team to make that connection is the single, greatest tool for maintaining a culture of service excellence. It has been Louie's pleasure re-ignite the passion for service excellence with bankers, nurses, claims adjusters, casino workers just to name a small few.
This power-talk explores what a WOW moment looks, sounds and feels like and why delivering them is good for everyone involved.
Every participant will come to understand that every customer interaction is an opportunity. An opportunity to define, not just what they're willing to do, but what they're willing to be.
Creating Wow Service Moments
ALL organizations are constantly engaging their internal and external customers in a NARRATIVE of sorts. Regardless of what anyone is selling or providing, a story is conveyed through every single transaction, involving every single sense we possess. This narrative drives everything from customer expectations to employee satisfaction and even your very BRAND ESSENCE.
• What do we look like?
• What do we sound like?
• What do we smell like?
• What do we feel like?
Since all of your team members are telling a story with every transaction, shouldn't it be the story you want to convey to your customers? Every day? Every transaction?
For over 40 years Louie has appeared on radio, network television, film, stage, in theme parks, as well as worked with corporate trainers in medicine, retail, foods, manufacturing, automakers, insurance companies to name just a few. They are all, at their core, show business.
This is a lively and comedic talk that can be customized to your event and purpose.
THE TEN SKILLS of the SERVICE SUPERHERO
This workshop is the perfect companion piece with the keynote, “SERVICE is a SUPERPOWER!” We further explore the delivery of “magical” service moments consistently through the use of ten basic skills.
Serving with INTENTION, and serving with VISION are just two of the skills covered in this deep-dive into the practical application of the Disney service principles.
1. Learn ways of identifying the narrative of your business.
2. Create an intention statement aimed at supporting the goals of your event.
3. Isolate keywords that ground your customers’ experience.
4. Learn a fun exercise they can implement with their staff called, “Good Show/Bad Show.
5. Create an action plan for performance improvement.
6. Laugh a lot.
Aimed at leaders and managers tasked with modeling and inspiring service excellence, participants come away with a training template for sharing what they’ve learned back home.
During this exciting and engaging session, you'll explore the delivery of “magical” service moments consistently through the use of ten basic skills. Serving with INTENTION, and serving with VISION are just two of the skills covered in this deep-dive into the practical application of the Disney service principles. You will:
Aimed at owners and managers tasked with modeling and inspiring service excellence, you will come away with a training template for sharing what you’ve learned back home.
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