Making the Fan 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
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For more information on topics covered in this episode:
Connect with Dennis
Dennis’ books
Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
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Follow David Millay on TWITTER: https://twitter.com/DavidMillay