Snow, Dennis
ABOUT
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TESTIMONIALS
About Dennis Snow
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, 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 Huntington Bank, BMW Financial Services, Florida State University and Johns Hopkins Hospital. 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, Lessons from the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.
Creating a World-Class Service Organization
World-Class 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.
Discover:
-The key points of contact that make or break the customer experience.
-How to elevate a customer experience from the ordinary to the extraordinary.
-Customer service processes that make service excellence “business as usual”
Leading Excellence
Studies have shown that the challenge for most leaders is not developing a vision, it’s executing the vision. Employees watch to see how committed we as leaders are and take their cue directly from us. As customer expectations are at an all-time high and business competition is fierce, exemplary leadership is critical today. This presentation helps today’s leaders step into their multi-faceted role as visionary, facilitator and idea champion.
Discover:
-The benefits of creating a culture of accountability
-How to build organizational commitment to a vision
-Specific “walk the talk” leadership behaviors that reinforce organizational values
Performance Excellence – The Employee Factor
By far, the number one reason that customers become frustrated with an organization is due to an attitude of indifference on the part of employees. 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 the organization.
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 (including accountability processes) that will support and -engrain service-oriented behaviors
Testimonials
“Never before had 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.”
– Heather Wileaver, Carle Clinic Association program attendee
“I have seen literally hundreds of speakers over my career and I have to say that your talk was the best I have ever seen. We have been holding the conferences now for eight years, and if my memory serves me right, you were the first standing ovation a speaker has ever received!”
– Chris S. Reynolds, Investment Planning Counsel
“I consider your presentation the high water mark of 20 years of professional training and conferencing.”
– Tim Quinnan, Florida State University
“Dennis was literally one of the best speakers we’ve ever experienced… phenomenal! A++! Incredible!”
– Julianne Potter-Mical, American Express