The 34th Governor's Conference on Tourism keynote address was delivered by Mr. Dennis Snow, a veteran Disney executive. Dennis worked his way up from the front lines at Disney to eventually launch the Disney Institute, the company division that teaches major corporation in customer service and has extended Disney's influence outside the tourism industry.

His keynote address, Unleashing Service Excellence: Lessons From the Mouse, included a handout with several templates. You'll find links to these templates (both Word and PDF documents) below this note from Dennis ...

Hello everyone,

I want to tell you how much I enjoyed speaking at the 2010 New Hampshire Governor’s Conference on Tourism. I hope you found the content to be useful.

Below you will find links to the templates of the tools that were in the handout (plus the list of questions I recommend for determining the service perspectives of your strongest performers). Feel free to use and customize the templates as you see fit and contact me if you have any questions regarding their effective use. Because I’m sending the templates as Microsoft Word documents (so you can customize them), the formatting can sometimes get lost when opened by different operating systems or versions of Word. Let me know if you have any problems with formatting and I’ll send the templates in PDF format. (Links to both Word documents and PDF format are below)

My Web site, www.snowassociates.com contains some information you might also find to be useful. There are several articles (click on Articles) that you are welcome to download and use with your team as newsletter articles, general distribution, etc. You’ll also find links to information about my books, DVDs, etc.

I have started a customer service blog that you can access on the Blog tab of my Web site, or you can link to it directly at www.dennissnowblog.com. The blog offers tips, suggestions, case studies and best practices on the subject of service excellence. Please feel free to forward any of the blog posts to your team.

Best wishes to you, and let me know if I can ever be of assistance.

Dennis

   Continuous Service Improvement Meeting --- Word PDF
   Customer Expectations --- Word PDF
   Everything Speaks Distracters --- Word PDF
   Interview Questions --- Word PDF
   Service Map Process --- Word PDF
   Talent Questions --- Word PDF

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