Teri Yanovitch

  • Customer Service Speaker
  • Helping Organizations Achieve Service Excellence to Retain Loyal Customers
  • Trainer

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 customer service ambassador for the Walt Disney Company (a gold standard in customer service). She is also a former regional trainer of the southeast U.S. for the Hertz Corporation and is widely regarded as a leading authority in the field.  Teri's 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.

Combining a memorable customer experience with giving the customer what was promised is a winning combination that Teri honed while working with the noted guru of quality management, Philip Crosby and her years as a keynote speaker and seminar leader at the Disney Institute.  Disney has become a benchmark for organizations all over the world as they know their true measure of success is repeat business.

Teri Yanovitch instills the service excellence culture in all sizes of businesses. She has helped many diverse organizations over the years apply the best practices of continuous improvement in both quality and service to achieve their goals.  Today she continues to work as a speaker, trainer and consultant helping organizations dedicated to delivering on their promise and developing customer loyalty.

To book Teri Yanovitch call Executive Speakers Bureau at 901-754-9404.

See Below for Full Bio

  • Speaking Topics:

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  • Travels From:

    Florida

  • Price:

    $7,500 - $10,000

    Notes on Fees

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Teri Yanovitch - Demo

Teri Yanovitch

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 customer service ambassador for the Walt Disney Company (a gold standard in customer service). She is also a former regional trainer of the southeast U.S. for the Hertz Corporation and is widely regarded as a leading authority in the field.  Teri's 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.

Combining a memorable customer experience with giving the customer what was promised is a winning combination that Teri honed while working with the noted guru of quality management, Philip Crosby and her years as a keynote speaker and seminar leader at the Disney Institute.  Disney has become a benchmark for organizations all over the world as they know their true measure of success is repeat business.

Teri Yanovitch instills the service excellence culture in all sizes of businesses. She has helped many diverse organizations over the years apply the best practices of continuous improvement in both quality and service to achieve their goals.  Today she continues to work as a speaker, trainer and consultant helping organizations dedicated to delivering on their promise and developing customer loyalty.

To book Teri Yanovitch call Executive Speakers Bureau at 901-754-9404.

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 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 change ordinary customer points of contact into extraordinary ones

•             learn the service standards one million customers identify as vital to success

•             recognize “Everything Speaks”

•             identify the four key elements that create the customer experience

•             learn the leadership actions that 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

 

Unleashing Excellence:  How to Deliver World-Class Service

Service excellence is more than smiling nice and maintaining good eye contact.  It is an all-encompassing approach to making excellence the way you do business.  “Everything Speaks” in your environment, what people see, hear, smell and touch impacts their experience.  Even if you never “sell” a product, everyone your organization interacts with is a customer, even your employees.  Today’s customer is looking for value and for the organization that is focused on delivering that value and earning their trust.  This program will share insights on how your organization can consistently deliver superior value to its customers.

•             learn how to look through the lens of the customer

•             identify opportunities within the physical environment to impact 

•             learn how to immediately create “wows”

•             identify the barriers that get in the way of excellent service delivery

 

Leading a Culture of Service Excellence

Employees look to their leader for an example to follow.  Leaders must walk the talk of service excellence.  Intentions are not enough, actions are what speak.  This program shows how to create a picture of performance excellence and inspire a common vision for all employees to follow.  How to gain involvement and ownership by employees for their day-to-day interactions is covered as it is a critical component for success.  Holding everyone accountable and giving praise and recognition to sustain the culture is also a vital key.

•             learn how to create a credible, compelling picture of the future

•             explore best ways to communicate the vision

•             identify how to increase employee involvement and strengthen employee ownership

•             explore how to hold people accountable

Director of Meetings and Events DKI Services

“THANK YOU so much again for giving such an incredible keynote at Insights. Nothing but outstanding feedback thus far and many attendees really, really enjoyed your session! All the prep work you did to get to know our audience truly helped make it an amazing session.”

Associate Dean for Campus Life - Arkansas Tech University

"Teri was outstanding! She presented the perfect keynote to kickoff our first ever professional development event. Staff members were blown away by how well Teri's presentation hit home. The event has sparked a cultural change for our entire workforce."

President Scholastic Book Fairs

“Teri spoke at our annual leadership meeting, and we could not have been more pleased. She was dynamic and bright, and she kept our leaders actively engaged right from the get-go…even after a full day of meetings. Teri used her real-world experience at Disney to align her presentation to our own customer service goals, and as a result, the information was rich and relevant. We came away with plenty of customer service concepts and ideas, which we readily applied to our own company practices.”

Associate Dean for Campus Life - Arkansas Tech University

"Teri was outstanding! She presented the perfect keynote to kickoff our first ever professional development event. Staff members were blown away by how well Teri's presentation hit home. The event has sparked a cultural change for our entire workforce."

Nantucket Island Chamber of Commerce

“Not only was she informative but she was entertaining…and throughout a full day of workshops and seminars, she never lost her vitality and passion for the subject!”

AAA Tourism Information Development

“As the enclosed feedback summary attests, the workshop was a big hit! Attendees were very appreciative of the information and skills provided, your enthusiasm, and the interactive/engaging style of the session. We are confident that the insights and tools you shared will be helpful and applicable not only during the training process, but also in everyday interactions. Once again, Teri, thank you for providing a highly successful and valuable training workshop to our group. We look forward to the opportunity of working with you again in the future!”

Flagler College

“Prior to your assistance we were struggling getting started on our commitment to service excellence. We had worked for almost two years. Once you arrived to give us direction, we began to blossom. Now we are moving strong and the plan you have assisted Flagler College with is ROLLING!”

Scholastic Book Fairs

“Teri spoke at our annual leadership meeting, and we could not have been more pleased. She was dynamic and bright, and she kept our leaders actively engaged right from the get-go…even after a full day of meetings. Teri used her real-world experience at Disney to align her presentation to our own customer service goals, and as a result, the information was rich and relevant. We came away with plenty of customer service concepts and ideas, which we readily applied to our own company practices.”
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