I have heard nothing but positive reviews. You kept attendees engaged and more importantly thinking critically about service/experience. Many have already talked about how they can bring this back to their organizations and teams. It was probably the highlight of the agenda.
Stephen Cox, Chief of Strategic Operations – Alliance of Community Health Plans
“I have worked with service consultants for more than 20 years and Teri’s support and dedication is unprecedented. In June 2017, we completed her portion to a yearlong project that has jump started the amazing service culture for our clinical staff at Oklahoma State University in Tulsa.
Teri’s passion for creating a culture of service excellence is unsurpassed. I cannot thank her enough for her expertise in making this process a success.”
Debbie Butler, PHR, SPHR-CP -Oklahoma State University Medicine
Teri, You were such a pleasure to work with and our audience loved your presentation!
Kim Wolozyn- Director of Marketing & Education, Nu Image Surgical & Dental Implant Center
Our committee relies on its speakers to offer a quality program – and you certainly delivered! We fully recognize we would not have such a successful event without the excellent presentations and stimulating discussions provided by talented individuals like you. I think everyone had at least one, if not more, take-away messages that they could implement in their own organizations as soon as they got home. Your contribution to the conference is greatly appreciated.
Joel G. Newman – President and CEO of American Feed Industry Association
Yesterday (the presentation) was wonderful! The whole group was just raving about you all day. I appreciate everything you did for us.
Allison Langa- Human Resources for Desert Schools Federal Credit Union
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 for DKI Services
“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
“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’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
“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
“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
“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
“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
“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
“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 has been regular speaker in our company over the the past few years, and she has been able to keep everyone engaged and motivated. We have taken full advantage of her many years of hands-on experience to develop a Service Excellence Program and we are well on-track to its implementation. Teri’s value added to the company has been undeniable.”
Sergio G. Carrillo: Director of Strategic Marketing Development
Chesapeake Utilities Corporation
“Not only was she informative but she was entertaining…and throughout a full day of workshops and seminars, she never lost her vitality and passion for the subject!”
P.J. Martin Smith: Executive Director
Nantucket Island Chamber of Commerce
“Teri Yanovitch’s seminar was enriching and inspiring. She takes simple but profound concepts – looking at interactions through the lens of the customer, touchpoints – and expands them in practical, meaningful ways that are applicable to both business and personal settings.”
American Heritage Federal Credit Union
“Teri, everyone was so pleased with your program. I’d say you were a big hit! Thank you for being there. Your topic was relevant, your delivery very engaging and interactive, and the participants left with very specific “take-aways.”
Karen Sistare: Program Chair
“Thanks Teri! We really appreciate all you did. We think this is the best service presentation we’ve had and we’ve had several in the past so THANK YOU!”
Alison Barksdale: AVP/Marketing Director
CU Members Mortgage
“One of the real highlights of our recent Annual Meeting and Convention was Teri Yanovitch. Teri’s keynote Creating a Culture of Service Excellence ignited a visible and audible excitement among our convention goers. Immediately following her keynote, nearly half of our convention attendees then sat in her breakout session Toolkit for Delivering Service Excellence. Teri stole the show!
Diane Pinter: Training Director
MD & DC Credit Union Association
“Teri, once again, thank you for your excellent presentation! Based upon the evaluations your presentation was received overwhelmingly with “Excellent”! Of course, we were not surprised.”
Space Coast SHRM Association
“Thank you for your outstanding session on Creating a Culture of Service Excellence. I have heard culture discussed before in training and even heard it said that you must change the culture in order to implement any substantive change. But your session was the first to present a practical, step by step, “nuts and bolts” if you will, approach as to how to actually change an organization’s culture. You presented good “real life” examples to paint a clearer picture.”
Lou Cirelli: Director Quality Assurance
Dormitory Authority State of New York
“To say that you were a “hit” at our Senior Management Conference this last week on St. Simons Island would be an understatement. I’ve received numerous compliments regarding your presentation and the quality of the content. As a plus, those who had the opportunity to visit with you liked you personally as well. Thanks again for a terrific experience.”
Richard A. Collinsworth: Executive Vice President/COO
Thanks so much Teri! The conference is going very well and is very upbeat. Your keynote started us off on just the right foot!
Barbara Ware: Marketing Director
T.A.Yanovitch, Inc. has been a pleasure to work with. Teri has always “gone the extra mile” to ensure client satisfaction and to deliver an outstanding product. Her process for creating a culture of service excellence is the best system I’ve seen to ensure a structured approach towards reaching a common vision for the entire organization. She has managed to keep our team focused and moving forward to ensure our success in this endeavor.
Linda Watson: CEO
I so very much enjoyed your presentation; probably more than the last time since I could relax and really take it all in today! I wish I had your “gift” for presenting in front of a crowd. You are so poised and dynamic!
Lynn Higgison: Management Development
We do good work but we can always do better, You have provided the catalyst to keep us moving in a positive direction. Your work with the staff at all levels is a “work of art”. Your ability to catch and keep their attention whether it be the Senior Directors or the line staff is amazing. Keeping their attention is amazing enough but to get them to understand the message is the critical test and all signs indicate they do get the message.
Don Thomson: CEO
Community Blood Center of the Ozarks
Since initiating our Service Excellence initiative in January 2009, we have experienced increases in student satisfaction surveys despite record enrollments and reduced state funding! Even though our Student Success staff is handling 20% more students than last year, we are seeing increases in students’ ratings for our staff’s welcoming attitude, courtesy and ability to help. Additionally, this initiative has helped us develop a service philosophy ‘We Change Lives’ that is resonating with our college community and bringing a new spirit and perspective to building relationships with students. Teri Yanovitch is an outstanding consultant with great expertise who has helped us develop a formalized system to truly enact cultural transformation on our campuses.
James D. Henningsen, Ed.D. : Vice President for Student Success
Seminole Community College
Teri had the talent and expertise to help us develop our Service Excellence process and move it along both quickly and efficiently. I have nothing but the highest regard for Teri’s insight, responsiveness, and incredible knowledge of guiding us as we created our own process, something that would meet our local needs. In my opinion, she is the best of the best, and I am so appreciative of her continued support.
Michael J. Mears, Ph.D. : Vice President of Baccalaureate Programs
Provost, SCF Bradenton
“Westgate Resorts engaged T.A.Yanovitch, Inc. in early 1991 to help our organization build and launch a process to strengthen our customer service delivery. Their services exceeded our expectations throughout the project and the service improvement process still exists within our organization today.”
Richard Siegel: Vice President
“The Service Excellence Philosophy you helped us with has really taken root with our team. In fact, we are building on it in our 2014 planning. Thanks for your help getting us started on that!”
John Cascio: COO, Smart City Telecom
“One of the most valuable things our team learned through Unleashing Excellence and our time with Teri personally, was the value of the Service Improvement Team. It was incredible to watch how truly working together in an organized fashion toward the common goal of creating legendary service for our customers was so much easier and more effective than the way we were working prior to our introduction to Teri.”
Melissa Mattern: Vice President of Salon Operations
Cool Cuts 4 Kids, Inc.
“Teri, thank you again for a great seminar. We have received excellent feedback from our team. I look forward to reading your new book and working with you again in the near future.”
Rita McCauley: President
Grovenor Business Services
“I have gotten nothing but the highest of compliments for your presentation. Thanks for your uplifting influence.”
Lisa Caggiano: Training Coordinator
University of South Carolina UPSTATE
“Teri’s insight on service excellence is simple, real and practical. Sometimes that’s all it takes.”
“Great workshop – one of the best I’ve ever attended at a conference.”
“Teri’s presentation was excellent, concise and can be applied in the real world of business.”
“Thank you for speaking at the ABC Leadership Forum in Vancouver. Your presentation, based on the evaluations for the session, was very well received by the Forum participants. You exceeded all our expectations.”
William Coenen: COO
America’s Blood Centers
“Teri, thank you for teaching your course in Unleashing Excellence through Customer Service. The evaluations have been tallied and you received an overall rating of 5 out of 5!”
Marie El-Khoury: Training Coordinator,HR
City of Altamonte Springs
“We would very much like to bring Teri back in to facilitate these sessions for us because she just blew our leadership group away when she facilitated the session earlier this year.”
Willie Mae Veasy: CBS Learning Manager for Americas Finance & IT
Ernst & Young
“Thank you for your participation in GMAC’s annual conference. Your lively session was informative and well-received. It was clear that attendees appreciated the topic and your interactive mode of delivery. We value you sharing your expertise with the group and making it relevant for them. As I told you right after the session, it’s tough for one person to hold the attention of 500 people for 90 minutes. And that you did masterfully!”
Sandy Mitchell: Director of Professional Development
Graduate Management Admission Council
“Your session has had an impact on our Team. It’s a starting point, and it is exciting! You are surely in the right career position – you shine in it!”
First Nationwide Mortgage
“Teri Yanovitch is an accomplished ambassador for service excellence. Her expertise and “hands-on” experience with companies known for delivering world-class service provide unique credentials. Her passion and gift for bringing the message alive are delightfully contagious and highly motivating. She stimulates participants to put into immediate action the concepts and attitudes essential to consistently delight their customers and exceed their highest expectations. Teri received great feedback at the recent national AAA/CAA HR and Training Conference.”
Carol Droessler: Managing Director
AAA National Office
“It was so great to watch your enthusiastic commitment to the system and to doing the very best possible job of putting it across to a room full of people you’d never seen before, and would probably never see again. I always felt I was getting full measure and that you liked us and what you were doing.”
Victor Lee: Director
New Product Development Center, ICC Industries, Inc.
“It was agreed by everyone who attended the conference that this had the best content, flow and was indeed the most professional yet. From our point of view, it makes it a lot easier when dealing with professionals like yourself (from amateurs like ourselves).”
Tim Ward: Aftersales Director
Scania (Great Britain) Limited
“Teri’s workshop was informative, interactive, fun – yet focused, and the staff left with new tools to help them in daily student interactions.”
Cheryl Anderson: Office of Student Success
University of South Florida
“Teri was energizing, though-provoking, and engaging, but not “overdone” as some speakers have been in the past. She was relevant and helpful.”
Kankakee Community College
“In 2010, with the help of Teri Yanovitch, Rollins College embarked on an institutional service excellence initiative intended to help transform our service culture and improve our ability to deliver on our promise of a distinctive, transformative and engaged learning experience that is truly exceptional and unique to Rollins. The initiative included development of an institutional service philosophy and standards – to help delineate what we consider important, as well as an inclusive, campus-wide effort to integrate the new philosophy and standards into our internal processes, identify solutions to service issues and problems, and improve the overall service environment and experience for our students and customers. Teri takes a holistic, system-oriented approach to helping organizations transform their service culture. She is a true expert in her field and an exceptional consultant.”
Matt Hawks: HR Director
“Pima Community College needed a customer service focus and hands on training to increase student enrollment and retention and improve relationships with internal and external stakeholders. We vetted a number of customer service experts around the country and chose Teri Yanovitch because of her extensive track record of assisting organizations to establish a culture of service excellence and her experience working with colleges and universities.
Teri guided the College’s Executive Leadership Team through the process of developing our service philosophy and service standards which form the foundation of our Creating a Culture of Service Excellence workshops that we will offer to all faculty, staff and administrators across our College. Teri has considerable experience and expertise in her field and it was a pleasure working with her!”
Gary Cruze – Pima Community College
Director Organizational Effectiveness and Development
“Teri joined Central Michigan University’s Global Campus staff for our 2015 In-Service. What I appreciate about Teri is how closely she worked with us in planning her sessions to incorporate examples that were relevant to our staff. Our staff really appreciated the wealth of knowledge and experience she brought to share with them. Her presentation received high ratings and really reinforced the importance of customer service and how to achieve service excellence. ”
Jennifer Boyce – Program Developer
CMU’s Global Campus