DENNIS SNOW spent twenty years developing his customer service principles at The Walt Disney Company in a variety of leadership roles. He now works as a full-time speaker, trainer, and consultant, helping organizations achieve their goals in the areas of customer service, employee development, and leadership. TERI YANOVITCH has traveled the world implementing the proven Quality Improvement Process developed by management guru Philip Crosby. She was a top-rated facilitator and speaker for Disney Institute, teaching Disney's renowned customer service practices. Today, she combines her quality management and customer service experience to help organizations implement their own culture of excellence.