Granite State Ambassadors is pleased to present a new partnership with the world-renowned customer service expert Dennis Snow. Through this partnership, we can offer our certified GSA volunteers this customer experience training based on his 20+ years at Disney at $49/pp, a fraction of its regular retail price ($199/pp).
As the industry leader in customer experience and information services, it is important that we lead the charge during our state’s recovery of the pandemic. We are so very proud to have been offered this opportunity, and we strongly encourage ALL Granite State Ambassadors to participate, regardless of your background and current level of high service. The courses in the Dennis Snow Virtual Training are designed for people experienced in assisting customers as well as those new to the role. We want to be sure we are all sending the same positive messages to our guests as this program will also be offered to our tourism industry partners for $54/pp (this option will be available soon).
Granite State Ambassador’s has secured some sponsorship funding to help offset the cost and we are asking our GSAs to help out so we can afford to send even more GSAs through the program. Thanks some very generous donors, we do have scholarships available (don’t be shy). We have decided to let you decide what level of support you would like to lend this program and are offering price points of $49 to cover the entire cost; $25 to cover half the cost; or $0 (first-come-first served). SIGN UP TODAY
When you purchase the training program, your license will be valid through the end of 2021. Licenses are not transferable and can only be used once. You can start training anytime after February 17th, 2021. Sign up today and we will email you your course access. Along the way, we will be scheduling some Zoom sessions to discuss what we’ve learned so far and how we can apply the principles to ensure that guests to New Hampshire vividly remember how we made them feel and how we positively impacted their trip.
There are 12 highly interactive courses in all designed to have you looking at every detail, no matter how small through the lens of our guests, and larn specific strategies for wowing our guests every time to keep them coming back year after year. Each course takes approximately 30 minutes to complete for a grand total 4.5-5 hours. With multiple videos per course, you can break it down into 10-15 minute increments. You can take the training on your computer, laptop, or tablet.
About Dennis Snow
Dennis has a passion for service excellence and has consulted with organizations around the world on the subject. His customer service abilities were born and developed over 20 years with The Walt Disney World Company. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team. Dennis, now a full-time speaker, trainer, and consultant is dedicated to helping organizations achieve their goals in the areas of customer service, employee development, and leadership. He is the author of two best-selling business books, “Lessons from the Mouse,” and “Unleashing Excellence.”
Watch Dennis Snow in action:
THANK YOU TO OUR SPONSORS
What your fellow GSAs have to say about the training:
– GSA Kate Bashline
~ GSA Robbie Grady
I think viewing the material is an excellent reminder for GSA’s of good customer relations. I would further say that it would be great for all new GSA’s to watch. Thank you for the resource!
~GSA Susie Moore
~ GSA Connie Loken
YES, YOU CAN STILL TEACH OLD DOGS NEW TRICKS
2/24/21 Nick Wallner
NH GSA’s have a wonderful opportunity to get some wonderful exposure and training from the Dennis Snow Virtual Training on Creating Magical Customer Experiences. I know that many of you will think that you don’t need this kind of training as you know all about good customer service. But, let me share with you my thoughts on this.
As some of you many know, I spent 46+ years working for AAA as the Concord Branch Manager. AAA is very focused on customer services and our goal has always been membership retention. To this date AAA has achieved membership renewal in the 91-to 94% range regularly. These are extraordinary numbers considering that it also accounts for members who no longer drive, have passed on, or relocated outside the territory.
AAA’s focus has always been to ensure that all front line and back office employees are trained constantly in classroom settings, self-study, virtual training, role playing and webinars in numerous aspects of customer service and interactions. In fact, it became part of everyone annual performance review. Customer surveys were sent out and results needed to be top notched. Anything less than a 90% would result in additional training, coaching, and review; hours every year with constant training and reinforcement programs. You would think that it would beg the question from my staff, “I don’t need this because of all the training we have had.” But, in fact, I would get the opposite reaction and staff would welcome it; because if could/would impact on their performance and ultimately their annual merit increase. I too thought I knew it all, but taking the Dennis Snow training gave me some additional ideas and tips on how to better interact with customers.
How often have you stood at a checkout counter and heard the following, “thank you, have nice day.”? Often with no emotion or enthusiasm. Just a scripted dialogue. Those days of customer service interactions are long gone; as are the age-old openings of “can I help you?” or “how may I help you?” which 99 out of 100 times will result in a “No thank you, just looking”. Which reminds us to always ask an open-ended question that can’ be answered with a yes or a no.
I urge you to do yourself a favor and spend 4 hours doing this training. But more importantly you are
doing the NH Granite State Ambassador program a big boost by taking this course. Here is why: As you may know NH GSA depends on contracts from various organizations for their continued operations. In return these entities get a promise of dedicated volunteers prepared to extoll that particular organization. This is the promise that Kelly makes. But Kelly would be in the strongest position in her negotiations if she not only said, “We have volunteers who are not only committed to welcoming and
informing visitors but they are trained by the highly acclaimed Dennis Snow Virtual Training.
So, for the good of the NH GSA program please take the course. In closing (I know its corny) but to paraphrase John F Kennedy’s inspirational inauguration quote, “ask not what NH GSA can do for me, ask what I can do for NHGSA.”