Dennis Snow

Customer Service Keynote Speaker, Formerly with the Disney Institute, Business Author

[Dennis Snow @DennisSnow]

From 10+ years of working with organizations on customer service improvement initiatives, I can say without hesitation that the number one ingredient for success is top management commitment. #CustomerExperience #CustomerService

[Dennis Snow @DennisSnow]

5) Don't think of customer service training as a standalone. It must be part of an integrated improvement strategy.

I hope that you found this to be helpful. Is there anything that you would add?

[Dennis Snow @DennisSnow]

Developing a service improvement initiative is hard work.

However, world-class organizations recognize the importance and invest in training.

As you build out your service improvement action plan, I want to share 11 action steps you should take as well as 5 pitfalls to avoid.

[Dennis Snow @DennisSnow]

3) Don't gloss over the difficulties of implementing the service behaviors. Be honest in admitting that excellence is hard work.

4) Don't assume that participants are coming to the training with a blank slate. Recognize their experience.

[Dennis Snow @DennisSnow]

Now, I’m not saying that such statements are magic in themselves; they’re not.

They must become embedded in the organization’s culture. They must become second nature.

But when they do become second nature, they come pretty close to being magic.

[Dennis Snow @DennisSnow]

How this 1 piece of advice made history and can work like magic in your business.

*Reconnect your employees to the purpose of what they do.

Employees who understand the true purpose of their jobs will ALWAYS perform better than those who see their role as a series of tasks.

[Dennis Snow @DennisSnow]

Again, pretty simple.

But powerful when used as a tool to align the performance of your team. 

These statements are easy to explain, train, and coach.

They’re easy to keep top of mind.

[Dennis Snow @DennisSnow]

Anytime a group of people meets on a regular basis, there are bound to be some challenges. I hope this helps you overcome some of the most common problems likely to arise.

[Dennis Snow @DennisSnow]

5 pitfalls to avoid when building your service improvement team:

1 - The members of the Service Improvement Team are the only ones doing any work on the improvement process.

*Enlist help from all areas
*Get input from multiple sources
*Involve on subteams and keep them informed

[Dennis Snow @DennisSnow]

5- Some members don't follow through on assignments

*Improvement effort takes everyone's commitment
*One person constantly dropping the ball can bog down the whole process
*IF necessary, remove and replace a member of the team who isn't committed to the process.