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 the Walt Disney World organization 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:
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:
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 the Walt Disney World Company 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: