Secrets to Success in Customer Service and Company Culture w/ Dennis Snow

Following a 20-year career at Disney, Dennis Snow identified 10 key lessons that all organizations could follow to achieve the same success in customer service and company culture. Since leaving the magic, Dennis has spent the last 23 years inspiring organizations on how to adapt those 10 lessons and apply the core service principles to their operation. In this episode, we unpack the lessons from his two books, “Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life” and “Unleashing Excellence: The Complete Guide to Ultimate Customer Service”. Show Notes 3:40 More Than a Summer Job 6:56 Empowering the Magic 10:33 Lessons from the Mouse 12:40 Everyone Has a Customer 13:35 Don’t Be a Customer Service Robot 19:14 Figure Out What Ticks Off Your Customers 28:01 Language Matters 35:04 Hiring vs. Coaching Empathy 37:41 Unleashing Excellence and the Service Improvement Team 41:29 Internal Improvements vs. External Training 44:38 Accountability 48:03 Drafting Job Descriptions 50:58 Onboarding and “Brag worthy” First Days 59:11 Define What the Experience Should Be ----- For more information on topics covered in this episode: Connect with Dennis Snow Associates | Email Dennis’ books Lessons From the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life Unleashing Excellence: The Complete Guide to Ultimate Customer Service Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: Follow David on INSTAGRAM: Follow David Millay on TWITTER:

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Secrets to Success in Customer Service and Company Culture w/ Dennis Snow is an episode from Flip the Switch by EngageMint by David Millay.

This episode is 62:50 long.

This episode was published on Dec 21, 2022.

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