Dennis Snow

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.

Delivering World-Class Customer Service

Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line results. More than ever customers are focused on value – what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty.

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 delivering outstanding customer experiences. This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty.

Participants will learn:

• Approaches that help your employees move from a task mindset to an experience mindset.
• A process for ensuring that your organization’s “backstage” environment never impacts the “onstage” customer experience.
• Four specific strategies for wowing customers every time.
• A mechanism for ensuring that your organization’s processes are designed through the “lens of the customer.”

Leading a Culture of Service Excellence

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 communication strategies that keep employees focused on the customer experience.
• Techniques for involving employees in the forward movement of the organization and for empowering customer-focused decision-making.
• Accountability processes that ensure that service excellence is non-negotiable.

"Dennis was literally one of the best speakers we’ve ever experienced... phenomenal! A++! Incredible!" — American Express

"You did an amazing job for us and I have heard nothing but great responses from our school administrators. Several of them have been applying the ideas you shared with their teachers and staff this week as they are getting ready for their students to return to school on Monday. It was such a great message and one that our school district really needed at this time. I have already had people asking for your information and will be happy to share with other districts about the great training you provided." — Jordan School District

"Let me say that you exceeded all our expectations. Your keynote speech truly set us off on the right foot for our Male BFO Kick-off week. Throughout the week people continually referenced you and the learnings your talk brought. You were truly a highlight!" — Gillette

"You were awesome! I have had employees and physicians come up to me at the event, received phone calls and emails telling me how much they enjoyed your presentation." — Warren Clinic