Teri Yanovitch

Teri Yanovitch is a dynamic and insightful speaker who engages people 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 excellence.

Yanovitch honed her skills with the best of the best. As a former Disney Institute keynote speaker and seminar leader, she shared the best practices developed by the Walt Disney Company with global organizations. And, for more than a decade, Yanovitch implemented cultural change with Fortune 500 companies as an executive with Philip Crosby Associates, the company that revolutionized total quality management. In 1999, she 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.

Many of the lessons that Yanovitch has learned over the years are now available in her book, Unleashing Excellence - The Complete Guide to Ultimate Customer Service. The publication serves as a guidebook to leaders of organizations that are looking to create a culture of service excellence and quality. She is also the co-author of Retain or Retrain - How to Keep the Best Ones from Leaving.

Yanovitch has helped many diverse organizations over the years such as Johnson & Johnson, Fiserv Technologies, AAA, Rollins College, Scania Trucks, Ernst & Young, Nyack Hospital, Florida's Turnpike Enterprise, First Financial, Humana and America's Blood Centers apply the best practices of continuous improvement in both quality and service to achieve their goals.

Yanovitch began her career as a regional trainer with the Hertz Corporation. Today she continues to work as a speaker, trainer and consultant helping organizations dedicated to delivering on their promise and developing customer loyalty.

• 3. Keep Your Customers Coming Back for More: The Secrets All Successful Companies Share

  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 create WOW moments
  ·    Learn the service standards one million customers identified as most important
  ·    Identify how “Everything Speaks” in the physical environment
  ·    Identify the four key elements that create the ideal customer experience
  ·    Learn the systems and processes that structure a culture of excellence

• 2. Leadership in Difficult Times

  Employees today are looking for leaders who will become a beacon of light in these tough and frustrating days of economic turmoil.  They are looking for leaders who will create a compelling picture of the future they can rally behind and get excited to follow. Leaders who do the right thing at the right time for the right reason - will be the leaders that will successfully lead in these difficult times.  This program identifies how to become this leader and what it takes.  Participants will:
  ·    Learn how to create a credible, compelling picture of the future
  ·    Explore how best to communicate the changes
  ·    Learn the value of having a constancy of purpose and defining it clearly
  ·    Identify what it takes to earn the employees trust and engage their minds and hearts

• 1. Unleashing Excellence: How to Deliver World Class Service

  Superior customer service can be an essential source of strength and brand 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.   Participants will:
  ·    Learn to look through the lens of the customer
  ·    Learn the physical environment speaks as loud as the employee interactions
  ·    Learn how to change ordinary customer contact points into extraordinary ones
  ·    Identify how to make it easy to do business with the organization

• 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.

  Scholastic Book Fairs

• 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!

  AAA Tourism Information Development

• Teri, everyone was so pleased with your program.  I’d say you were a big hit!  Thank you for being there. Your topic was relevant, your delivery very engaging and interactive, and the participants left with very specific “take-aways.

  ASTD Jacksonville

• Teri, once again, thank you for your excellent presentation! Based upon the evaluations your presentation was received overwhelmingly with “Excellent”! Of course, we were not surprised.

  Space Coast SHRM Association

• Thank you for your outstanding session on Creating a Culture of Service Excellence. I have heard culture discussed before in training and even heard it said that you must change the culture in order to implement any substantive change. But your session was the first to present a practical, step by step, “nuts and bolts” if you will, approach as to how to actually change an organization’s culture. You presented good “real life” examples to paint a clearer picture.

  Dormitory Authority State of New York

• 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.

  Security Bank

• Teri has always “gone the extra mile” to ensure client satisfaction and to deliver an outstanding product. Her process for creating a culture of service excellence is the best system I’ve seen to ensure a structured approach towards reaching a common vision for the entire organization. She has managed to keep our team focused and moving forward to ensure our success in this endeavor.

  LYNX Transit

• I so very much enjoyed your presentation; probably more than the last time since I could relax and really take it all in today! I wish I had your “gift” for presenting in front of a crowd. You are so poised and dynamic!

  Shands Hospital/Jacksonville

• Teri Yanovitch is an outstanding consultant with great expertise who has helped us develop a formalized system to truly enact cultural transformation on our campuses.

  Seminole Community College

• One of the most valuable things our team learned through Unleashing Excellence and our time with Teri personally, was the value of the Service Improvement Team.  It was incredible to watch how truly working together in an organized fashion toward the common goal of creating legendary service for our customers was so much easier and more effective than the way we were working prior to our introduction to Teri.

  Cool Cuts 4 Kids, Inc.

• Thank you for your participation in GMAC’s annual conference. Your lively session was informative and well-received. It was clear that attendees appreciated the topic and your interactive mode of delivery. We value you sharing your expertise with the group and making it relevant for them. As I told you right after the session, it’s tough for one person to hold the attention of 500 people for 90 minutes. And that you did masterfully!

  Graduate Management Admission Council

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  November 2009

  Unleashing Excellence: The Complete Guide to Ultimate Customer Service

  Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence.

  
  
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  October 2000

  Retain or Retrain: How to Keep the Good Ones from Leaving

  Combining the experiences and wisdom of seven experts, Retain or Retrain provides honest, in-your-face, and highly practical solutions to your employee retention problems. Make no mistake about it...most turnover is a management issue. Most turnover is a result of a company-wide, divisional, departmental or individual supervisor treatment of the people who work in the environment created by those in charge. Just as this environment was created...it can be changed. And like any change effort, it takes conscious effort, it takes a realization that change is needed; it needs new strategies and the commitment of management to stay the course.