Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today. He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. In his last year with Walt Disney World®, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team. Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. He is the author of the book, Lessons from the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.
Delivering World-Class Customer Service
Customers have more choices than ever, with the result that most products and services are increasingly
seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line
results. More than ever customers are focused on value – what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty.
Based on his 20 years with the Walt Disney World Company along with many years of consulting with
organizations around the world, Dennis Snow will provide a “how-to” program for creating a service-driven culture. This program will provide you with strategic tools that can be used to raise the bar of
service throughout your organization, resulting in “walk-through-fire” customer loyalty.
Participants will learn:
- Approaches that help your employees move from a task mindset to an experience mindset
- A process for ensuring that your organization’s “backstage” environment never impacts the “onstage”
- Four specific strategies for wowing customers every time
- A mechanism for ensuring that your organization’s processes are designed through the “lens of the
Leading a Culture of Service Excellence
Note: This program is a natural follow-up to Delivering World-Class Customer Service or can be delivered
as a standalone program.
In today’s competitive market, developing a service excellence strategy is an important part of any leader’s role. Beyond developing the strategy, however, there is the challenge of executing the plan. It is in the execution that service excellence strategies become a reality or simply another “flavor-of-the-month” program. Employees watch to see how committed the organization truly is to customer service and take their cues directly from their leaders. In order to effectively implement an organization-wide service excellence strategy, today’s leaders must rely on the skills of a facilitator and idea champion and must walk the talk of service excellence.
Based on the leadership principles Dennis learned, lived, and taught during his 20 years with Walt Disney World, this presentation highlights specific leadership behaviors that bring a service strategy to life and describes how to “hardwire” service excellence into an organization’s culture.
Participants will learn:
- The behaviors that will define your organization’s service culture.
- Hiring processes that ensure that service-oriented individuals are recruited and selected for
- New-hire and ongoing training practices that reinforce your organization’s service culture.
- Effective communications strategies that keep employees focused on the customer experience.
- Techniques for involving employees in the forward movement of the organization and empowering
customer-focused decision making.
- Accountability processes that ensure that service excellence is non-negotiable.
“Dennis was literally one of the best speakers we’ve ever experienced… phenomenal! A++! Incredible!”
“Dennis (Snow) was AMAZING! We could not have selected a better keynote speaker for our annual franchise convention. The amount of pre-program research that he did to make sure his message was a perfect fit was genuinely impressive. Our franchisees LOVED him and we’ve gotten great feedback about how excited they are to implement the tools Dennis shared. He was a pleasure to work with in every way and there isn’t one thing I would change about the experience. I would hire him again in a heartbeat.”
“Dennis was amazing last week. He was a breath of fresh air. I have heard absolutely nothing but praise for Dennis! We are so pleased. He made me look like a damn hero!”
“Let me say that you exceeded all our expectations. Your keynote speech truly set us off on the right foot for our Male BFO Kick-off week. Throughout the week people continually referenced you and the learnings your talk brought. You were truly a highlight!”