Travels from Florida, USA
Teri Yanovitch's speaking fee falls within range: $5,000 to $10,000
Along with 85 percent of business leaders today, Teri Yanovitch thinks quality customer service is how your business can set itself apart. Through her enthusiastic, upbeat delivery, drawing on examples from Gandhi to the scientific study of insects, she teaches how to create a culture that fosters excellent service. “Make people feel special,” she says. “Too much of today’s world is just next, next, next in line, I’m just looking for one more transaction.”
Teri has been involved in upgrading company quality for more than three decades. As an executive with Philip Crosby Associates, she spent more than 10 years advising Fortune 500 companies on how to implement a culture of quality customer care. Bridging that era – in which product quality was the big push – with today’s clarion call for customer service, she developed a comprehensive system emphasizing both quality control and customer interaction.
Teri, who also served as a highly-rated seminar leader for the Disney Institute. She is the author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service and co-author of Retain or Retrain – How to Keep the Best Ones from Leaving, which discusses how organizations can keep their quality employees. The list of companies she has advised includes Johnson & Johnson, Rollins College, Ernst & Young, Florida’s Turnpike Enterprise, Humana, America’s Blood Centers and First Citizens.
Teri 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, she implemented cultural change with Fortune 500 companies as an executive with Philip Crosby Associates, the company that revolutionized total quality management. In 1999, Teri 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 is now available in her book Unleashing Excellence – The Complete Guide to Ultimate Customer Service. This book 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.
Teri has helped many diverse organizations over the years such as Johnson & Johnson, Fiserv Technologies, AAA, Rollins College, Ernst & Young, Nyack Hospital, Florida’s Turnpike Enterprise, First Citizens, MedEl, Humana, and America’s Blood Centers apply the best practices of continuous improvement in both quality and service to achieve their goals. Today her passion is to speak and assist organizations dedicated to delivering on their promise and developing customer loyalty.
Teri Yanovitch says there are three critical elements to providing quality customer service. The first is the willingness to center service around the customer. The second is the importance of the service environment – everything a customer sees, hears, and touches when dealing with a company. The third is service delivery - where human interaction with the client comes in. She summarizes the last step as: “Do you make it easy to do business with you, or do you make it difficult?” Treating the customers well may sound simple, but is it? “I think customer service has gotten so bad these days if I go to Burger King and get a smile I feel like I got a gift,” Yanovitch says. It doesn’t take anything particularly complex, but it does take an effort.
And that effort starts with company leadership. The leaders, she says, have to envision a bridge from where they are to where they want to be. To get there, they need to understand the “true product” they’re really selling: “The true product is the feeling the client will have at the end of their interaction.”
Through her talks Teri shows that quality service starts even before the customer meets you or your employees. Customer service begins, in fact, with everything they see, hear, smell or touch during their experience with your company; hence her mantra, “everything speaks.”
Teri will teach your organization how to look through the lens of the consumer, find opportunities in the physical environment to reach them, create immediate “wows” in your service process, and eliminate barriers to quality service. She provides advice on how to create a culture of service excellence, making it part of the fabric of your organization. To do this, she helps you transform ordinary customer points of conflict into extraordinary ones, learn the service standards 1 million customers have identified as vital to a company’s success, and learn the leadership actions needed to create a culture of excellent service. Along the way, you’ll discover the four key elements that create the customer experience.
Yanovitch will also help you lead your organization in changing times, giving your employees someone they can believe in during an era of turbulence. Through her programs you’ll learn how to create constancy of purpose, explore new ways to communicate a consistent message, and learn how to earn and build trust with your employees.
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.
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:
Leadership in Changing Times
Employees today are looking for leaders who will become a beacon of light in these changing and turbulent times. 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. This program identifies how to become this leader and what it takes to “stay ahead of the game”. Participants will:
“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.” Alan Boyko, President, 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!” Todd Cronson, Regional Manager, 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.'” Karen Sistare, Program Chair, 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.” Belinda Burkey, 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.” Lou Cirelli, Director Quality Assurance, 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.” Richard A. Collinsworth, Executive Vice President/COO, Security Bank
“T.A.Yanovitch, Inc. has been a pleasure to work with. 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.” Linda Watson, CEO, LYNX
“We do good work but we can always do better, You have provided the catalyst to keep us moving in a positive direction. Your work with the staff at all levels is a ‘work of art.’ Your ability to catch and keep their attention whether it be the Senior Directors or the line staff is amazing. Keeping their attention is amazing enough but to get them to understand the message is the critical test and all signs indicate they do get the message.” Don Thomson, CEO, Community Blood Center of the Ozarks
“Since initiating our Service Excellence initiative in January 2009, we have experienced increases in student satisfaction surveys despite record enrollments and reduced state funding! Even though our Student Success staff is handling 20% more students than last year, we are seeing increases in students’ ratings for our staff’s welcoming attitude, courtesy and ability to help. Additionally, this initiative has helped us develop a service philosophy ‘We Change Lives’ that is resonating with our college community and bringing a new spirit and perspective to building relationships with students. 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.” James D. Henningsen, Ed.D., Vice President for Student Success, Seminole Community College
“Westgate Resorts engaged T.A.Yanovitch, Inc. in early 1991 to help our organization build and launch a process to strengthen our customer service delivery. Their services exceeded our expectations throughout the project and the service improvement process still exists within our organization today.” Richard Siegel, Vice President, Westgate Resorts
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Unleashing Excellence: The Complete Guide to Ultimate Customer Service Happy customers make for healthy bottom lines. For most businesses, that means customer service is the key to long-term profitability and success. But some companies do it better than others, and it′s often difficult to tell what works and what doesn′t. If you want to build a customer service culture that gets real business results, you need the reliable, proven guidance in Unleashing Excellence.
Unleashing Excellence guides you through the process of improving the customer experience and gives you practical, effective tools that you can tailor to your company′s specific needs and culture. Divided into nine “Leadership Action” sections, it shows you the exact steps to take to create an organizational culture in which service excellence becomes a habit rather than an afterthought.
You′ll learn how to train and educate your people in the most advanced and effective customer service techniques, how to measure the quality of the service you deliver to your customers, how to build a culture of personal accountability in your organization, and how to recognize and reward excellence in your people.
You can′t build a great customer service organization without having a clear vision shared by everyone involved. Unleashing Excellence also helps you craft that vision, spread it among your people, and imbue those people with the sense of dedication and excellence that spectacular customer service demands. Rather than focusing just on customer service theory or philosophy, this book is a guide to the practical actions you need to take in order to turn service excellence into business as usual.
Changing your customer service practices is tough even in the best of times, but the reward is huge. Unleashing Excellence provides the ideas and tactics you need to keep your customers ecstatic.
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