Walt Disney Informative Speech Outline

Disney’s Customer Service Magic

I. Introduction
A. Attention Getter—Fact
1. One of the 4 major business segments of the Walt Disney Company is Walt Disney Parks and Resorts.
2. There are 180,000 employees that work for the whole company, 130,000 of them work for Disney Parks and Resorts.
3. A large part of the magic of Disney parks comes from the interactions guests have with its employees.
B. Credibility Statement—I am studying Hospitality Management, and I really want to work in hotels and tourism. I am also someone who loves Disney. I have been to Disney World on vacation, and also know many people who have experience the Disney College Program.
C. Thesis Statement—Part of the magic of Disney Parks is the result of the special interactions

between its employees and guests. They have mastered customer service and changed the game of hospitality.
D. Relevance Statement—Many know of the experience of Disney’s parks, but a lot of business and psychology goes into creating that experience.
E. Transitional Statement—The creation of Disney parks magic was no easy feat, and took many years to become what it is now.

II. The Walt Disney Company evolved from an animation company into one of the most well known vacation companies in the world.
A. Most people know the story. The idea to create a theme park was sparked by Walt Disney’s desire to have a place where all ages, kids and their parents could go and have fun together(“Disney History”).
B. Disneyland became inspiration to every theme park since.
C. As a company, it grew to include many different hospitality sectors, such as Disney Cruise lines, and Disney Vacation Club.
1. It now has resorts all over the world.

III. Disney amazing customer service begins from its hiring and intense training of its employees.
A. Disney’s “cast member” training focuses on all employees, from the highest to the lowest level.
B. All are important for “putting on the show”.
1. You will never see trash on the ground in Disney parks, because every employee, not just custodial staff is trained to keep the park looking its best.

IV. Disney is affecting the overall customer service industry.
A. Disney offers post-secondary education programs in all areas not just customers service related jobs.
1. There programs in business areas such as marketing and management, as well as performing arts, culinary arts, and many others.
B. Disney’s programs are so good that companies send their employees and executives to them to learn how to apply their customer service and business techniques.

V. Conclusion
A. Restate Thesis—Disney’s magical hospitality experience is the result of its customer service interactions.
B. Repeat 3 Main Points
1. Disney’s parks have evolved over many years into the amazing place they are now.
2. Many people have come together and worked hard to create the captivating experience.
3. Disney’s customer service is affecting the customers service industry as a whole.
C. Concluding Statement—The Walt Disney Company has created the most magical customer service experiences in the world.