Speakers Network Worldwide
Home Speaker Search Meeting Planners Our Team Contact SNW FAQ's Login

<< Return To Search 

 
Travels from :
Florida
Main Topics :
Customer Loyalty
Customer Service
Leadership
Fee Range :
East: $
West: $
Speaker Iamge Teri Yanovitch

About Teri Yanovitch :


Teri Yanovitch is a dynamic and insightful speaker.  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.


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 in 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, 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.
 

Teri 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.

 

Speech Titles :

Each topic is available as a 45 to 90 minute keynote or break-out session that will be customized for the specific audience. All levels of employees, including CEO’s, managers and support staff can relate to and benefit from Teri’s powerful message.

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
 
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
 
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
 


Fee Range
  Symbol  Fee
 $   $5,000 or Less
 $$   $5,001 - $10,000
 $$$   $10,001 - $20,000
 $$$$   > $20001