Profile

Professional summary

Experienced consultant, trainer and speaker. Co-author of “Unleashing Excellence – The Complete Guide to Ultimate Customer Service”. My forte is to:
•Help companies develop loyal customers for repeat business by raising the bar on their current level of customer service in order to deliver great service consistently
•Teach leaders how to create a culture of customer service and excellence within their organization
•Identify for leaders their role in defining the work environment for internal customer service
•Work with businesses to improve their quality by analyzing processes for more productivity and reduced costs
•Assist in the development of identifying the true product of the organization to increase sales through branding

Engagement overview

If an organization doesn't have a Service Philosophy and Service Standards, I will start by helping the organization develop these.  These will form the foundation for all the training workshops.

Half day or full day workshops, I usually start with senior leadership, then managers, then frontline staff.  With larger organizations, will do a train-the-trainer for the training of the frontline staff.  

A cross-functional, high-level team is assembled that becomes the Service Excellence Team.  I spend a consulting day with them to teach them the Actions to weave Service Excellence into the culture.

Clients

• Walt Disney World
• Subway
• America's Blood Centers
• Chesapeake Utilities
• AAA
• ABC Fine Wine & Spirits
• Montana State University
• Rollins College
• McGladrey Accounting
• Subway
• Cool Cuts for Kids
• Dormitory State of New York
• Scholastic Books
• Scania Trucks
• Oakley
• Pennsylvania Credit Union Association
• LYNX Bus Transport
• Florida's Turnpike Enterprise
• First Citizen's Bank
• Fiserv

Testimonials

Service Excellence is what we are building our culture around; it is the centerpiece of nearly everything we do. I believe we have made great improvements and are well on our way to a better ABC. I know first-hand that your process works!

David LaRue, General Manager, Central ABC Fine Wines & Spirits

Teri was the keynote speaker at our Inaugural Leadership Conference in Orlando, and we were very pleased with her presentation and delivery. She helped our associates focus and renew their commitment to deliver quality customer service and retain loyal residents. She highlighted her own experiences to enlighten and assist us in developing our core values and building a culture that reflects our brand and position within our industry.

Evan Studer, Executive VP, Operations Invitation Homes

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

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!

Skeeter Key, Director of Academic Advising & Retention Flagler College

Stellar scores! Thanks so much for a great presentation; this is information the attendees will use every day.

Julie Bishop, Executive Director The Unified Group

Montana State University is currently implementing a Service Excellence initiative on our Bozeman campus. Teri Yanovitch provided us with a tested framework and shared her exceptional service knowledge that allowed us to fully embrace the process. Service Excellence provides great experiences outside the classroom so that students and faculty can focus on being successful inside the classroom.

Dennis Defa, Chief Human Resource Officer Montana State University

Teri's presentation "Leading a Culture of Service Excellence" was spot on. She was engaging, full of energy and had plenty of customer service stories to tell, bringing all of her frameworks to life. Teri took the time to understand who BCG was, our culture, how our managers work and the challenges they face. Her presentation was impactful AND relevant. The audience walked away energized and with new tools to take back to their workplace. Thank you Teri!

Anthony Cheong, North America Staffing, Mobility, and Special Projects Manager The Boston Consulting Group

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

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.

Sarah Brooke Southard, Associate Dean for Campus Life Arkansas Tech University

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.

Andy Neiman, Director of Meetings & Events DKI Services