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Dennis Snow

Customer Service Expert
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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.

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 engrain customer service-oriented behaviors.

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Questions About Booking?

617.614.1600

QUESTIONS ABOUT BOOKING?

617.614.1600