Teri Yanovitch Former Disney Institute Speaker & Corporate Culture Trainer

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 Heros of your employees. 

Employees look to their leader for an example to follow.  Leaders must walk the talk of service excellence.  Intentions are not enough, actions are what speak.  This program shows how to create a picture of performance excellence and inspire a common vision for all employees to follow.  How to gain involvement and ownership by employees for their day-to-day interactions is covered as it is a critical component for success.  Holding everyone accountable and giving praise and recognition to sustain the culture is also a vital key.

• learn how to create a credible, compelling picture of the future
• explore best ways to communicate the vision
• identify how to increase employee involvement and strengthen employee ownership
• explore how to hold people accountable. 

How do you translate Disney’s incredible 60 year success into simple strategies and tactics that any organization can apply?  This program takes a look at how Disney engages the hearts and minds of its employees to want to deliver “the extra”, even with no one watching. It explores how they consistently deliver a seamless experience through a common set of defined behaviors that become a way of life in both internal and external service situations.  Through personal stories and anecdotes, audience participants learn how Disney separates itself from its competition.  If you want to catapult your organization from offering ordinary customer experiences to extraordinary experiences, like Disney does, the lessons learned can be easily translated to your industry.

Participants will:

• Learn how to engage employees through a common vision that inspires and motivates
• Explore a set of behaviors that become guidelines to decision-making
• Understand the four components that create a differentiation in the customer experience
• Learn why it feels “magical” and how you can strengthen your brand. 

Superior customer service is the competitive edge in today’s world of customer choices.  Everything your customers see, hear, smell and touch has an impact on the perception of their experience and of your organization.  This program shares techniques and tools that allow you to immediately apply and raise your current level of service to a higher level of extraordinary service.  Attendees will learn how to create a seamless experience of service excellence for both internal and external customers.   Participants will:

• learn how to look through the lens of the customer
• recognize Everything Speaks in your physical environment
• learn how to create small but impactful Wows for your customers
• identify ways to make it easy to do business with your organization.