The delivery of excellent service should be viewed as a way of life within an organization. World-class customer service doesn’t just happen, it must be planned and managed if it is to be delivered consistently. This means ingraining it into the fabric of the organization so that it becomes known that service excellence is “how we do business”. To do this, a service philosophy and service standards need to be established so all employees know the expectations of how to deliver great service. The customer experience must be orchestrated to ensure all opportunities to create exceptional and memorable moments will happen consistently. This program will identify the leadership actions needed to create and sustain a culture of service excellence. Participants will:
- learn how to develop a Service Philosophy and Service Standards
- identify the critical elements that affect the customer experience
- learn the systems and processes that structure a culture of service excellence
- identify touch point opportunities to Wow the customer
- learn how to create Service Heroes of your employees
- Presenter:
Teri Yanovitch is a dynamic speaker, author, facilitator, and consultant. Her passion is helping organizations create a culture of service excellence.
Previously as a keynote speaker with the Disney Institute, she shared exemplary practices of customer service with organizations world-wide. For more than a decade, she facilitated cultural change as an executive with the company that revolutionized total quality management, Philip Crosby Associates. And for the first five years of her career, she trained hundreds of leaders and frontline staff of the Hertz Corporation in the value of the customer experience.
In 1991, she began her own firm, T.A.Yanovitch, Inc
to share her combined experience and knowledge of how to offer a customer experience that delights and differentiates one from the competition. Over the years, Teri has helped many diverse organizations such as; AAA, Marriott, Subway, America’s Blood Centers, Florida’s Turnpike, Montana State University, First Financial and others to share her combined experience and knowledge of how to become world-class in the delivery of service.
Her highly acclaimed book Unleashing Excellence – The Complete Guide to Ultimate Customer Service serves as a guidebook to leaders of organizations that are looking to create a culture of service excellence. She is also the co-author of Retain or Retrain – How to Keep the Good Ones from Leaving.