World-class service is not simply a matter of friendly customer service staff with good manners. It is an all-encompassing approach and business decision to making service excellence a company wide priority. Everything that a customer sees, hears, or touches impacts the experience – “Everything Speaks.”
Dennis Snow, a 20 year veteran of the Walt Disney World Company, shares with us the secrets behind the Disney service success. He unveils the four critical elements of service excellence, a process for ensuring consistent service behaviors across the entire organization, as well as mechanisms for involving employees in the ongoing service improvement process.