With Dennis Snow

World-class service is not simply a matter of friendly customer service staff with good manners. It is an all-encompassing approach and business decision to making service excellence a company wide priority. Everything that a customer sees, hears, or touches impacts the experience – “Everything Speaks.”

Dennis Snow, a 20 year veteran of the Walt Disney World Company, shares with us the secrets behind the Disney service success. He unveils the four critical elements of service excellence, a process for ensuring consistent service behaviors across the entire organization, as well as mechanisms for involving employees in the ongoing service improvement process.

Dennis Snow is a customer service expert and author of Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life. His expertise was developed over 20 years with the Walt Disney World Company. Today, Dennis consults with companies such as American Express General Mills and Johns Hopkins Hospital. His articles appear in industry publications and he's often a featured guest expert on customer service related topics for several business news-talk radio shows.