Client: The Disney Stores
Project Type: Collaboration and Customer Service
Assignment: Store Managers and District Managers from all over the country were brought to Los Angeles for a week-long training program. Juice was brought in to teach the Managers how to be more effective in their communication and collaboration with executives, staff and store guests.
Approach: Juice worked with Disney to understand the challenges and opportunities managers were expected to navigate in their relationships with co-workers and customers. As a result of this research we developed exercises to enhance their ability to stay open and creative when working with executives and staff and deepen the customer engagement through their customer service approach. Exercises were specifically designed so managers could bring the communication skills they learned back to their individual stores and train staff.
Introducing improv into our training program for managers who operate our retail stores was no easy sell. How wrong were we! Jo McGinley was able to take basic improv techniques and translate them very effectively into skills that our managers can use themselves and teach to their team members. Not only was the improv training a highlight, it was cited as one of the most valuable and relevant portions of their weeklong training session. The phrase "Are you in second circle?" is now part of our vernacular here!
—Jim Babcock, Director, RSM Communications at Disney Consumer Products