Overview of Topic

Excellent service doesn’t just happen in an organization.  It requires the careful planning and managing of everything that impacts what the customer sees, hears, and touches throughout their experience.  By combining the principles of TQM and world-class service delivery, this presentation highlights how your organization can create a customer experience that will become a key differentiator and source of competitive advantage.   Not only does the customer receive what they were promised, but they receive it in a manner that exceeds their expectations. 

 In a culture of service excellence, the delivery of outstanding service is not viewed as an exception or add-on, it is recognized as the “way we do business”.  This program identifies those factors that can raise your customer’s experiences across all points of contact.

Biographical Summary

Teri Yanovitch has the unique background and expertise to help your organization create a culture of customer service and teamwork.  By using a total integrated approach, she helps organizations develop customer loyalty and retention by working with management, processes, and employees.

As a keynote speaker and seminar leader, she shared best practices of customer service developed by the The Walt Disney Company with global organizations.  For more than a decade, she also facilitated cultural change as an executive with the company that revolutionized total quality management, Philip Crosby Associates (PCA).  Teri traveled world-wide implementing and consulting on quality improvement with both manufacturing and service organizations that included Chrysler, Peoples Bank, General Motors, Ingersoll Rand, and Allstate.