Exceptional customer service is an ongoing challenge for accounting firms as well as your client's businesses. This session will focus on the hugely successful Disney management model of "on stage and off stage" service delivery and "over managing" through attention to detail that drives performance success. Experiences will be shared from a recent US trip to Disney University in Anaheim to undertake the Exceptional Leaders, Recruitment, Selection and Training, and Exceptional Customer Service programs that can be articulated to an accounting firm. Presented by: Mark Holton, Smithink