ABA Customer Service Workshop with Dennis Snow

Dennis SnowDennis Snow, recognized across the globe for his customer service expertise, spoke with audiences at Sacramento State on January 17th and 18th, discussing ways in which an organization can achieve superior customer service. Day one of the workshop, Delivering World-Class Customer Service, focused on service that embraces the customer perspective and how to create a culture of "wow." Snow followed on the second day with a discussion of the leadership skills that can help promote a customer-focused organization, Leading a Culture of Service Excellence.

Snow began his career at Disney in 1979 as a front-line attractions operator. As he advanced through the company, he managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization. He launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, and Coca Cola. During this time, Snow presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England, and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100 percent. Snow has helped multiple organizations transform their current customer service strategies into high performance, high energy experiences. Today, he is a full-time speaker, trainer, and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include American Express, Johns Hopkins Medicine, and General Mills.

Workshop materials and templates are available to help ABA and Sac State continue its ongoing customer service efforts. They can be accessed at http://www.csus.edu/aba/spqi/guides-tools-tips.html#, under the Customer Service heading.

Please contact Kimberly Donaville at kdonavil@csus.edu or ext. 8-6312 if you have questions.