Never before have I attended a seminar where the speaker took the time to visit with the employees and get a feel for our jobs before the program . . . I truly enjoyed the presentation and I feel it has made a difference in the way I perform my job.
Dennis Snow
Helping Organizations Provide World-Class Service, 20 Year Disney Veteran
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Dennis Snow
Biography
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 began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.
Dennis launched a division of the Disney Institute responsible for consulting with some of the world's largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.
He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training. 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. Some of his clients include American Express, Johns Hopkins Medicine, ExxonMobil, and Nationwide.
His articles appear in a number of industry publications and he is a featured guest "expert" on customer service, on several business news-talk radio shows. He is the author of the book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, which has been used in organizations around the world as a blueprint for organizational excellence. His newest book has just been released, titled, "Lessons From the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life."
Dennis Snow
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Featured Keynote Programs
Delivering A World-Class Customer Experience
Lessons From The Mouse
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” customer experience.
• Four specific strategies for wowing customers every time.
• A mechanism for ensuring that your organization’s processes are designed through the “lens of the customer.”
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’s 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 employment.
• 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.
Performance Excellence - The Employee Factor
An engaged workplace is one in which the organization’s mission, vision, and values are demonstrated consistently and naturally. In this kind of work environment employee performance, involvement, and loyalty are high and customer satisfaction is the primary focus of the entire team.
Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service.
Participants will learn how to:
• Build a customer-focused culture.
• Break down organizational silos, creating a “one organization” mentality.
• Inspire personal accountability in the workplace.
• Build “walk-through-fire” employee loyalty.
• Create a work environment where the best employees want to be.
Virtual Training
Based on his 20 years with the Walt Disney World Company along with many years of consulting with organizations around the world, Dennis Snow personally trains you and your organization on how to deliver world-class customer service. Using engaging and interactive virtual training sessions, you and your team will develop the skills for creating “walk through fire” customer loyalty.
Dennis Snow
Featured Books
Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life
by Dennis Snow
What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that anyone, anywhere can apply. He entertains while he educates with chapters like 'What Time is the 3:00 Parade?' Is Not a Stupid Question.The mouse is very candid here - no Disney pixie dust blinds the reader. Backstage snafus, onstage errors, and occasional chaos emerge in all their drama, humor, or irony. At its heart, though, Lessons From the Mouse presents ten lessons that guide readers in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a pocket guide for the college grad or new entrepreneur, Lessons From the Mouse offers timeless, straightforward advice.
Unleashing Excellence
by Dennis Snow
A step-by-step guide to designing and implementing an amazing customer service culture
In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance.
Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book.
- Offers proven best practices for designing and implementing an excellent customer service culture
- Simple format divides content into nine "leadership actions" that guide you through a step-by-step process
- Shows you how to build a common customer service vision for your entire organization
Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Dennis Snow
Featured Reviews
Dennis Snow
Featured Articles & Resources
Is Training the Answer?
The following is from Dennis Snow's blog:
When employee performance issues come up, particularly in regard to customer service behaviors, organizations are quick to...
Leadership Behaviors - Everything Speaks
The following is from Dennis Snow's blog, "Dennis Snow's Service Excellence Blog":
As a leader in the organization, remember that “everything speaks.” Your behavior in...
Moon Shots for Management
The following is from Dennis Snow's blog, "Dennis Snow's Service Excellence Blog":
One of the magazines I enjoy reading is the Harvard Business Review. While some HBR articles...
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