Dennis Snow Service Excellence Products

Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Updated and Expanded 2nd Edition

Unleashing Excellence: The Complete Guide to Ultimate Customer Service has been used by organizations around the world for designing and implementing customer service strategies. The new and expanded edition of Unleashing Excellence includes the latest tools, best practices, and invaluable lessons learned from companies who have actually applied the authors’ comprehensive system for building a first-rate customer service culture from the ground up!

Filled with vital information, Unleashing Excellence literally walks you through every aspect of the nine leadership actions required to compete in a global marketplace where products and services are becoming increasingly commoditized and the Internet provides dissatisfied customers with a powerful forum.

Just some of what you’ll learn from reading Unleashing Excellence …how to establish a Service Improvement Team, including selection criteria, member responsibilities, and meeting agendas; develop the Service Philosophy and Standards that become the non-negotiable service expectations every employee will be expected to follow; construct a communication strategy for getting your employees on board, and keeping them informed, involved and engaged in your service initiative; a clear strategy for delivering effective service training to every person at every level of your organization; select the right candidate for the right role, including the best recruitment methods and interviewing techniques; measure those factors that truly matter to customers, then incorporate the results for continuous improvement; recognize and reward superior service to keep employees motivated; identify and solve service obstacles that can emotionally disengage employees; and revise your accountability tools to include the elements of your service initiative.

The tools and methods provided in Unleashing Excellence are user-friendly, flexible and, best of all, practical

Now available for pre-purchase.

Lessons From the Mouse is written by someone who actually worked on Disney World’s rides, controlled the crowds at parades, and stood in the rain for hours telling guests Space Mountain was closed. It is from this first-hand point-of-view that Snow peels away the veneer to show the day-to-day operation of the famous park.

The Disney organization is not presented as perfect or infallible in this book. In fact, Snow humorously shares some of the company’s missteps. However, readers will see that the things Disney does well, it does very well.

Lessons From the Mouse is constructed as a series of lessons because therein lies the secret to discovering Disney’s magic – understanding and applying these ideas every day in a disciplined way. The beginning of each chapter explains how a particular lesson was taught and reinforced when Snow worked at Disney World – and why it’s important. The lessons are then applied to various “real world” work situations. Each chapter ends with questions and ideas for implementing the lesson

Dennis Snow’s powerful customer service message is now available on DVD! Now, “Creating a Culture of Service Excellence” is available on a 40-minute DVD.

The informative DVD covers topics like:

• Looking at your organization through the “lens of the customer.”
  
• Paying attention to the details because “everything speaks.”
  
• Delighting your customers by creating “little wows.”

Featuring a Keynote Speech presented before a live audience, the DVD includes the service principles and the stories that bring the principles to life. The content is designed to be entertaining, informative and practical. When viewers take in “Creating a Culture of Service Excellence” they’ll learn how to:

• Introduce new employees to the service standards they are expected to demonstrate.
• Revitalize a company’s focus on customer service.
  
• Provide content for in-house training programs.
  
• Re-familiarize themselves with the key drivers of a service-driven organization.