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Dennis Snow
Customer Service & Leadership Expert
Dennis Snow
Customer Service & Leadership Expert
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, Snow managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.
Snow 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, his leadership performance was ranked in the top 3% of the company’s leadership team.
Today, Snow 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, Nationwide, and Blockbuster Video.
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.
Speaker Videos
Demo Reel
Virtual Programs Overview
The Fundamentals of Excellent Customer Service
Ultimate Customer Service
Indifferent Service: The Silent Killer of Customer Loyalty
Getting Customer to Love You
Speech Topics
Creating a World-Class Service Organization
World-class customer service is not simply a matter of smiling employees who say "please" and "thank you." Everything your customer sees, hears or touches impacts their experience. "Everything speaks." This program highlights how delivering world-class service requires careful orchestration of the entire customer experience.
Attendees will discover:
- The key points of contact that make or break the customer experience.
- How to elevate the customer experience from ordinary to extraordinary.
Customer service processes that make service excellence "business as usual."
Leading Excellence
Employees watch to see how committed we are as leaders and take their cue directly from us. As customer expectations are at an all-time high and business competition is fierce – exemplary leadership today is critical. This presentation helps today’s leaders step into their multi-faceted role as visionary, facilitator and idea champion.
Attendees will discover:
- The benefits of leadership that creates a culture of accountability among employees.
- How to build organizational commitment to a vision.
- Specific “walk the talk” leadership behaviors that reinforce organizational values.
Performance Excellence: The Employee Factor
The number one reason that customers become disenchanted with an organization is because of employees’ attitudes of indifference. This program is designed to change that. In order to motivate excellence, organizations must "engage the heart" of employees. When this happens, customers can see it, hear it and feel it in every interaction with an organization.
Attendees will discover:
- Ways to identify employee behaviors that align with the organization's mission.
- Employee selection, training and communication processes that reflect the organization's values.
- Internal processes that support and ingrain customer service-oriented behaviors.
Creating a Culture of Service Excellence in Healthcare: Lessons From the Mouse
In today’s competitive environment, being a healthcare provider is more challenging than ever. With increased demands from patients, family members, government agencies, and a host of other stakeholders, expectations are at an all-time high. Therefore, the importance of customer loyalty is also at an all-time high.
Providing world-class service in a healthcare setting is not simply a matter of smiling employees who say “please” and “thank you.” World-class service is an all-encompassing approach to making excellence business as usual, involving every member of the organization’s team.
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. Dennis has presented for many hospitals, clinics, and physician practices – both large and small. His healthcare clients have run the gammut from Johns Hopkins Medicine to a small, two-physician orthopeadic practice.
This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in outstanding customer loyalty.
In this program you will learn:
- The four critical elements of service excellence.
- Tools for helping your team see the healthcare experience through the eyes of your customers.
- Levels of customer expectations that help your employees meet and exceed those expectations.
- Mechanisms for involving your team in ongoing service improvement.
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