Customized Presentations to Help Organizations Provide World-Class Service
Dennis Snow has a passion for, and expertise in what it takes to create world-class customer service. He has consulted with organizations around the world on the subject and has been recognized for his expertise and delivery skills.
Dennis' customer service abilities were born and developed over 20 years with The Walt Disney World Company. He began his Disney career in 1979 as a front-line attractions operator. Quickly moving into a Disney management role, Dennis managed various operating areas throughout the famous theme park, learning and applying the skills it takes to run a world-class, service-driven organization.
After discovering his passion for developing others, Dennis spent several years with the Disney University. In that role he was responsible for teaching corporate philosophy and business practices to Disney cast members and the leadership team. Recognized for his training talent and skill, Dennis represented The Walt Disney Company as a guest speaker and trainer for some of the world's largest companies including Exxon, AT&T, General Motors, and Mitsubishi. He has presented for audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England, and Argentina. In his last year with Walt Disney World, Dennis was ranked in the top 3% of the company's leadership team.
Dennis, now a full-time speaker, trainer, and consultant is dedicated to helping organizations achieve their goals in the areas of customer service, employee development, and leadership. He has worked with organizations such as ExxonMobil, Blockbuster Video, BMW Financial Services, Georgetown University Medical Center, and many other companies and industries. He is known for presenting practical solutions for complex issues that face organizations today.
Most Requested Topics:
Creating World-Class Service: Providing world-class service is not simply a matter of smiling employees and saying "please" and "thank you." World-class service is an all-encompassing approach to making excellence business as usual. Anything that is out of alignment is an intrusion into the experience and causes a disconnect in the mind of the customer. Everything the customer sees, hears, or touches impacts the experience. "Everything speaks." Delivering world-class service requires careful orchestration of the entire customer experience.
Performance Excellence - The Employee Factor: By far, the number one reason that customers become disenchanted with an organization is due to an attitude of indifference on the part of employees. In order to motivate excellence it is vital that organizations "engage the heart" of employees. Employees must clearly understand what is expected of them, be provided with the right tools to provide outstanding service, and feel supported in their efforts. When employees' hearts are engaged, the customer can see it, hear it, and feel it in every interaction with the organization.
Leadership Excellence: Studies have shown, the challenge for most leaders is not developing a vision, it is executing the vision. Employees watch to see how committed we are, and take their cue directly from us. There may have been a time when the leader had the answers to every business issue that would arise. The leader had formal authority and was usually an expert in all phases of the operation. Due to changing customer expectations and competition, those days are over. Today's leaders must rely on the skills of a facilitator, visionary, and idea champion.
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