Delivering World-Class Customer Service: Lessons From the Mouse

Delivering a World-Class Customer

Experience: Lessons from the Mouse

Dennis SnowPresident

Snow & Associates

Dennis SnowPresident, Snow & Associates

Dennis Snow has a passion for service excellence and has consulted with organizations around the world on the subject. Dennis’ customer service abilities were born and developed over 20 years with The Walt Disney World Company.

In his last year with Walt Disney World, Dennis’ leadership performance 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 is also the author of two best-selling business books, “Lessons From the Mouse,” and “Unleashing Excellence.”

©2015 QUALTRICS LLC.

©2015 QUALTRICS LLC.

©2015 QUALTRICS LLC.

©2015 QUALTRICS LLC.

1. Look at everything through the “lens of the customer”

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Service Mapping

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Process – Hotel Return

Ride busto hotel

Enterlobby

Rideelevator

Walk toroom

Enterroom

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Service Improvement Tools Downloads

www.snowassociates.com

Click on

Success Tools

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2. Pay attention to the details:“Everything Speaks”

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©2015 QUALTRICS LLC.

©2015 QUALTRICS LLC.

“Attitudinal” Everything Speaks

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Everything SpeaksDistracter

Everything SpeaksCommitment

Everything Speaks

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3. Create Moments of Wow

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Advice

Partnership

Availability

Accuracy

Customer Expectations

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1. “Lens of the Customer” 2. “Everything Speaks”

3. “Moments of Wow”

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Contact Information:Phone: 407.294.1855Email: Dennis@snowassociates.comWeb Site: www.snowassociates.com

Dennis SnowVirtual Training

Q&A

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