delivering world-class customer service: lessons from the mouse
TRANSCRIPT
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”
©2015 QUALTRICS LLC.
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”
©2015 QUALTRICS LLC.
©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
©2015 QUALTRICS LLC.
1. “Lens of the Customer” 2. “Everything Speaks”
3. “Moments of Wow”
©2015 QUALTRICS LLC.
Contact Information:Phone: 407.294.1855Email: [email protected] Site: www.snowassociates.com
Dennis SnowVirtual Training
Q&A
Thank You!