Teri Yanovitch is a consultant and trainer with expertise in creating a culture of exceptional service, developing customer loyalty, continuous process improvement, leadership development and teamwork/ communications. Her powerful combination of customer service expertise and real-world quality management helps move organizations from "business as usual" to a sharper focus on customers and quality.

Teri honed her skills with the best of the best. As a keynote speaker and seminar leader, she shared the best practices of customer service developed by the Walt Disney Company with global organizations. And, for more than a decade, she facilitated cultural change as an executive with Philip Crosby Associates (PCA), the company that revolutionized total quality management. Her insight and engaging style made Teri an outstanding consultant and speaker at Crosby's Quality College and The Disney Institute.

She is the co-author of the highly acclaimed book Unleashing Excellence - The Complete Guide to Ultimate Customer Service with Dennis Snow. This book, a culmination of years of experience in the field, serves as a handbook to leaders of organizations that are looking to create a culture of quality and exceptional service as a way of life. She is also the co-author of Retain or Retrain - How to Keep the Best Ones from Leaving.

Teri has been in the training field for over 25 years, beginning her career as a regional trainer with the Hertz Corporation. In addition to working with Snow & Associates, she serves as an adjunct for Rollins College Executive Business Division and Cornell University.

An active member of the community, Teri sits on the Small Business Board of the Orlando Regional Chamber of Commerce and Lake Brantley High School Student Advisory Council. She is also a past Board member of the Orlando Ballet Company.

• Unleashing Service Excellence : Great customer service doesn't just happen, it must be planned and managed if it is to be delivered consistently. "Everything speaks" in your environment to the customer and has an impact on their experience. This program engages attendees to look through the "lens of the customer" and see, hear, touch, and feel what it is like to do business with your organization. It also identifies how to unleash the excellence within your employees to deliver great service with each and every customer interaction.
  
  
• Creating a Culture of Service Excellence : The delivery of excellent service must be viewed as a way of life within an organization, not an add-on to the employee's job responsibilities. This means engraining it into the culture of the organization so that it becomes known that "service excellence" is just business as usual. To do this, a service philosophy and service standards must be developed and communicated to all employees. This program highlights the creation of a service philosophy, service standards, and a cross-functional Service Excellence Team who become the leaders in establishing and sustaining the culture.
  
  
• The Essence of Leadership: Success vs. Significance : Winston Churchill once said, "There's no such thing as history, only biography." History is composed of biographies of men and women who made a difference in this world. What makes a great leader? This program explores different leadership influencing strategies, the power bases of a leader, and the steps that propel a successful "'good"leader to becoming a significant "great leader" who can stand the test of time.