Dennis Snow

Speaking of Service Excellence

Dennis Snow works with businesses, trade associations and executives who strive to be world-class service organizations. Dennis gives customized keynote addresses, workshops and training sessions geared toward moving companies forward into customer service excellence.

---

Keynote and Workshop programs:

Snow & Associates tailors customer service and executive leadership keynote presentations, workshops and training sessions to meet client needs. Here are three of our most popular programs.

Creating A World-Class Service Organization
World-class customer 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.

Attendees will discover:
• The key points of contact that make or break the customer experience
• How to elevate the customer experience from ordinary to extraordinary
• Customer service processes that make service excellence "business as usual"

Leading Excellence
Employees watch to see how committed we are as leaders and take their cue directly from us. As customer expectations are at an all-time high and business competition is fierce – exemplary leadership today is critical. This presentation helps today’s leaders step into their multi-faceted role as visionary, facilitator and idea champion.

Attendees will discover:
• The benefits of leadership that creates a culture of accountability among employees
• How to build organizational commitment to a vision
• Specific “walk the talk” leadership behaviors that reinforce organizational values

Performance Excellence - The Employee Factor
The number one reason that customers become disenchanted with an organization is because of employees’ attitudes of indifference. This program is designed to change that. 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 an organization.

Attendees will 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 that support and engrain customer service-oriented behaviors

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 Exxon, AT&T, General Motors 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, Blockbuster Video, 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.

What they say about Dennis Snow:

“Dennis was literally one of the best speakers we’ve ever experienced... phenomenal! A++! Incredible!” – Julianne Potter, American Express

“I consider your presentation the high water mark of 20 years of professional training and conferencing.” -- Timothy Quinnan, Ph.D, Assoc. V. P. for Student Affairs, Florida State University

“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 don’t think there was anyone in the room who wouldn’t have been absolutely thrilled if your presentation had stretched long into the night… people are talking about the issues you presented, and hopefully, we are inspired to build on the momentum you started in a way that will make our customers wonder what happened in our company!!!” – Lois Carlson, Cummins Bridgeway LLC

Clients:

Dennis Snow is privileged to work with a distinguished group of National and International clients. The partial list below represents clients across a cross section of industries.

Johns Hopkins Medicine
Cornell University
Novartis
American Express
St. Joseph’s Health System
ExxonMobil
Cummins Engines
American Hospital Association
American Bankers Association
BMW Financial Services
Georgetown University Medical Center
First Citizens Bank
Baptist Health System
National Association of Truck Stop Operators
Wakefern Foods