March, 2011

article thumbnail

Customer Service Grace Under Pressure

Dennis Snow

In this video I discuss the art of delivering a positive customer experience, even when things are hectic and you have to move quickly. If you receive my blog via email, you may need to click here to view the video.

article thumbnail

How Fast Are You?

Dennis Snow

A comment I often hear during customer service workshops is: “Customers have gotten so demanding. They expect too much!” I respectfully disagree. I believe that customer service in general has gotten so bad that most customers expect nothing, and even a nice smile or sincere hello is a delightful surprise. The one area in which […].

article thumbnail

Do Standards of Performance Stifle Creativity?

Dennis Snow

In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World. A clearly agitated participant stood up during the question and answer segment. “I’m a university professor,” he announced, “and I’d NEVER encourage any of my students to work at Disney World. […].