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Teri Yanovitch Florida
Teri Yanovitch

Teri Yanovitch is a dynamic and insightful speaker who engages listeners with her genuine approach, rich knowledge and passionate enthusiasm. 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 (PCA), the company that revolutionized total quality management. She headed up the product line that took the Crosby process into organizations worldwide through developing instructors both domestic and international on how to deliver and implement a change of culture. Her professional and engaging style made Teri an outstanding speaker and trainer with evaluations always in the top percentiles.

She is the co-author of the highly acclaimed book Unleashing Excellence - The Complete Guide to Ultimate Customer Service. This book is the culmination of years of experience in the field and 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 organizations over the years such as Johnson & Johnson, AAA, General Motors, Ernst & Young, Subway, Florida's Turnpike Enterprise, Security Bank, Yokohama Tires, and America's Blood Centers apply the best practices of continuous improvement in both quality and service to achieve their goals. Today she continues to work as a speaker, trainer and consultant working with organizations dedicated to delivering on their promise and developing customer loyalty.


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  • Surviving the Recession - Retaining and Expanding your Customer Base in a Down Market Through Service Excellence - Every day in the paper we see another business closing shop, not making it in this historic downturn. With the shrinking demand for total goods and services, there is a major shake-up of winners and losers. Customer loyalty is a key to being one of the winners. Does your organization provide the high level of customer service needed to survive? Does your organization have the culture to ensure the consistency of a seamless customer experience? This program focuses on the need to be proactive, to manage and orchestrate the customer experience by looking through the lens of your customer and to ensure your processes make it easy to do business with you.

  • Leadership: The Key to a Winning Organization - Through superior leadership, organizations have been able to overcome great odds, survive and even prosper under dire circumstances. Leadership is an act, not a position. Accordingly, leadership can be a learned behavior. Everyone wants to be part of a winning organization or team. Do you have the leaders to make your organization successful? As leaders, are you creating a culture of success that others want to be part of?

  • Living the Brand Through Service Excellence - A strong brand is invaluable as the competition for customers intensifies daily. Your brand is a source of "a promise" to your customers and prospects. A strong brand will provide an instant identity, clarify your message and attract and retain customers. It allows for a premium vs. being the lowest priced provider. In order for the brand to take hold, you must perform. If you "talk the talk" you must "walk the walk" and be recognized in the marketplace as such.

  • Creating a Culture of Service Excellence - The delivery of excellent service should be viewed as a way of life within an organization. This means engraining it into the fabric 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 need to be established and how to turn ordinary customer touch points into extraordinary points of contact must be considered. In a culture, everything speaks to your customers. Is your culture sending your customers the message you want it to send?
Unleashing Excellence Retain or Retrain
Unleashing Excellence: The Complete Guide to Ultimate Customer Service Retain or Retrain: How to Keep the Good Ones from Leaving

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