Teri Yanovitch Speaker, Trainer, Consultant, Author 407.788.7765 How to Keep Your Students from Leaving. Teri Yanovitch, keynote speaker, author, and former Disney Institute trainer, teaches the keys to upgrading customer service in higher education. If your institution wants to stay on the leading edge of student choice, her firm will help you identify opportunities […]
Read More
  The success of every organization relies in large part on the organization’s beliefs and how those beliefs are upheld through its culture and standards. Culture unites and creates a strong bond that keeps people together and focused. Here are some examples: If your organization has a strong belief in quality and delivering quality products […]
Read More
Why have those higher ed institutions that have implemented a culture of service excellence been successful? Three important reasons: 1. In a culture of service excellence, students and faculty feel they matter and belong. This is critical because students learn best where there is mutual care and respect. This is a part of the environment […]
Read More
  The competitive edge in today’s world is definitely in the customer experience. Amazon keeps setting the bar higher on how fast products should be delivered efficiently and accurately to the customer. Businesses find they must be available immediately to help customers when problems arise. The expectation for timeliness is no longer waiting for a […]
Read More
All levels of schools from Pre-K to College began classes last week. Both students and parents were either wowed and delighted by the organized systems in place and the treatment they received from the staff or they became frustrated, disappointed, and maybe even angry. The first few days of a new school year is an […]
Read More
Service Excellence training for employees in higher education institutions should start taking place now. Before embarking upon another school year, make sure your departmental staff are ready to take on a new year in the life of your students. The first part of the training should remind everyone as to their higher purpose. Why are […]
Read More
My friend owns a plaza with several small business owners as tenants. They all share one dumpster located behind the plaza. A waste management company owns the dumpster and provides the service of emptying it on a regular basis. Several years ago, my friend noted there were extra charges being added on to his bill. […]
Read More
The most important point of contact you have with a customer is in the first few seconds of engagement. This contact sets the tone for the rest of the entire interaction. Think of when you go to visit a best friend after a long absence and you are so happy to see each other. It […]
Read More
Lessons learned from the Digital Banking Report that can be applied to any organization, shows the need for more focus on the customer experience. It has been proven that the power of the customer experience is the most important element of long-term competitive and financial success. According to a study by Kantar, banks and credit […]
Read More
  Why does no one ever change the oil in a rental car? Because they don’t own the rental car. They don’t feel the need to ensure it keeps on running long after they have turned it back in. Owning something requires taking stock in what you believe and continually looking to improve and enhance. […]
Read More