Dennis Snow

In today’s competitive market, developing a service excellence strategy is an important
part of any leader’s role. Beyond developing the strategy, however, there is the challenge of executing the plan. It’s in the execution that service excellence strategies become a reality or simply another “flavor-of-the-month” program.

Employees watch to see how committed the organization truly is to customer service and take their cues directly from
their leaders. In order to effectively implement an organization-wide service excellence strategy, today’s leaders must rely on the skills of a facilitator and idea champion and
must walk the talk of service excellence.

Based on the leadership principles Dennis learned, lived, and taught during his 20-years with Walt Disney World, this presentation highlights specific leadership behaviors that bring a service strategy to life and describes how to “hardwire” service excellence into an
organization’s culture.

Participants will learn:
• The behaviors that will define your organization’s service culture.
• Hiring processes that ensure that service-oriented individuals are recruited and selected for employment.
• New-hire and ongoing training practices that reinforce your organization’s service
culture.
• Effective communications strategies that keep employees focused on the customer experience.
• Techniques for involving employees in the forward movement of the organization and empowering customer-focused decision making.
• Accountability processes that ensure that service excellence is non-negotiable.

An engaged workplace is one in which the organization’s mission, vision, and values are demonstrated consistently and naturally. In this kind of work environment employee performance, involvement, and loyalty are high and customer satisfaction is the primary
focus of the entire team.
Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service.

Participants will learn how to:
• Build a customer-focused culture.
• Break down organizational silos, creating a “one organization” mentality.
• Inspire personal accountability in the workplace.
• Build “walk-through-fire” employee loyalty.
• Create a work environment where the best employees want to be.