Leading Expert on Service Excellence
Teri Yanovitch has been on the frontlines of industry for nearly three decades – including as a seminar leader and keynote speaker for the Disney Institute, a vice president for the pioneering quality management firm, Philip Crosby Associates, and the southeast U.S. regional trainer for the Hertz Corporation. As a speaker, trainer, consultant and business author, she engages others with her genuine approach, rich knowledge and passionate enthusiasm. Her powerful combination of customer service expertise and real-world quality management helps her move organizations from the status quo of “business as usual” to creating a culture of service excellence.
Teri has delivered presentations and workshops to many diverse organizations over the years such as Johnson & Johnson, AAA, Ernst & Young, Subway, Security Bank, First Citizens, Humana, Scania Trucks, Scholastic Inc., Nokia and America’s Blood Centers sharing the best practices of continuous improvement in both quality and service to help achieve their goals.
In 1999, Yanovitch became one of the first consultants to merge best practices in customer service and quality management into a comprehensive system for designing and implementing world-class service on every level. Much of what she has learned over the years in now available in her highly acclaimed book: Unleashing Excellence – The Complete Guide to Ultimate Customer Service.
One of the field’s leading speakers on service excellence, she is also the co-author of Retain or Retrain – How to Keep the Best Ones from Leaving. Today, Teri is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Her articles appear in a number of industry publications and in addition, Teri is an adjunct at Cornell University and Rollins College.
Unleashing Excellence - How to Deliver World-Class Service and Build Loyal Customers
Superior customer service can be an essential source of strength as companies emerge from the recession. Everything your customers see, hear, smell and touch has an impact on the perception of their experience - and of your organization. This program shares techniques and tools that allow you to immediately apply and raise your current level of service to a higher level of extraordinary service. Attendees will learn how to create a seamless experience of service excellence for both internal and external customers. How to develop a higher purpose and service delivery standards for all employees will be covered so organizations can ensure an emotional connection is made to build a lasting relationship that results in intense customer loyalty.
The Leadership Factor - How to Ignite, Inspire & Impact Your Organization for Success
Multigenerational work forces, global competition and increased commoditization of most products and services necessitate the need for clear leadership. This presentation entails creating a vision that resonates with all generations, building a flexible and inviting work environment, developing one’s power bases, knowing the best style of leadership for the situation and being willing to confront obstacles. In addition, leaders must know how to ”walk the talk” and exemplify the character ingredients crucial to inspiring and impacting others for success.
Creating a Culture of Service Excellence
The delivery of excellent service should be viewed as a way of life within an organization. World-class customer service doesn’t just happen, it must be planned and managed if it is to be delivered consistently. This means engraining it into the fabric of the organization so that it becomes known that service excellence is ”how we do business”. To do this, a service philosophy and service guidelines need to be established so all employees understand their true purpose and know the standards of internal and external service. The customer experience must be orchestrated to ensure all opportunities to create exceptional and memorable moments will happen consistently. This program will identify the leadership actions needed to create and sustain a culture of service excellence.
The Magic of the "Pixie Dust" - Customer Service, A Way of Life for Disney
How do you translate Disney’s incredible 60 year success into simple strategies and tactics that any organization can apply? This program takes a look at how Disney engages the hearts and minds of its employees to want to deliver “the extra”, even with no one watching. It explores how they consistently deliver a seamless experience through a common set of defined behaviors that become a way of life in both internal and external service situations. Through personal stories and anecdotes, audience participants learn how Disney separates itself from its competition. If you want to catapult your organization from offering ordinary customer experiences to extraordinary experiences, like Disney does, the lessons learned can be easily translated to your industry. Participants will: • Learn how to engage employees through a common vision that inspires and motivates • Explore a set of behaviors that become guidelines to decision-making • Understand the four components that create a differentiation in the customer experience • Learn why it feels “magical” and how you can strengthen your brand
All Teri Yanovitch Books
Retain or Retrain: How to Keep the Good Ones from Leaving
Purchase Book
Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Purchase Book"Teri, everyone was so pleased with last week's program with you as the speaker. I'd say you were a big hit! Your topic was relevant, your delivery very engaging and interactive, and the participants left with very specific "take-aways."
- Karen Sistare | Partner, ASTD Jacksonville, Program Chair
"To say that you were a “hit” at our Senior Management Conference this last week on St. Simons Island would be an understatement. I’ve received numerous compliments regarding your presentation and the quality of the content. As a plus, those who had the opportunity to visit with you liked you personally as well. Thanks again for a terrific experience.”
- Richard A. Collinsworth | Executive Vice President/COO, Security Bank
"Teri Yanovitch is an accomplished ambassador for service excellence. Her expertise and “hands-on” experience with companies known for delivering world-class service provide unique credentials. Her passion and gift for bringing the message alive are delightfully contagious and highly motivating. She stimulates participants to put into immediate action the concepts and attitudes essential to consistently delight their customers and exceed their highest expectations. Teri received great feedback at the recent national AAA/CAA HR and Training Conference.”
- Carol Droessler | Managing Director, AAA National Office
"THANK YOU for being with us. I regret we did not have more time to hear your stories. You were delightful and the survey feedback on you is a 5 out of 5! I hope we can do business again someday!"
- Lois Hegland | RSM McGladrey
