Teri Yanovitch
Teri helps organizations who are looking to engrain excellent service into the culture of their company, like a Disney, learn what it takes.
Teri Yanovitch brings a powerful combination of customer service expertise and a real how-to approach to her audiences. She honed her skills with the best of the best in their industry. Customer service expert Teri Yanovitch has been on the frontline of the customer experience for more than three decades. Author of the acclaimed “Unleashing Excellence – The Complete Guide to Ultimate Customer Service”, she is a former speaker with the Disney Institute. She was an executive with Philip Crosby Associates, the world-renowned guru in quality management, and she is also a former regional trainer of the southeast U.S. for the Hertz Corporation. Teri is widely regarded as a leading authority in the field. Her passion is to engrain service excellence into the fabric of the organization so that every employee understands customer service is not an either/or proposition, nor an add-on to their job, but it IS their job.
Unleashing Excellence: How to Deliver World Class Service
Superior customer service can be an essential source of strength and brand as companies look to differentiate themselves from their competition. 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.
Participants will
- learn how to look through the lens of the customer
- recognize Everything Speaks in your physical environment
- learn how to create small but impactful Wows for your customers
- identify ways to make it easy to do business with your organization
Creating a Culture of Service Excellence
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 ingraining 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 standards need to be established so all employees know the expectations of how to deliver great 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.
Participants will:
- learn how to develop a Service Philosophy and Service Standards
- identify the critical elements that affect the customer experience
- learn the systems and processes that structure a culture of service excellence
- identify touch point opportunities to Wow the customer
- learn how to create Service Heroes of your employees
“I have heard nothing but positive reviews. You kept attendees engaged and more importantly thinking critically about service/experience. Many have already talked about how they can bring this back to their organizations and teams. It was probably the highlight of the agenda.”
“We are so glad to have had the opportunity to hear and learn from Teri. Her presentation was enjoyable, engaging and informative. She asked questions ahead of time in order to understand the basics of what our company does and with that information, she personalized the presentation to our needs. The group interaction made it fun and exciting. She was a captivating speaker and offered some great ideas. Her suggestions were relevant, practical and served as a great reminder to always exceed client expectations.”
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