Teri Yanovitch, Author & Talent Symposium 2017 Keynote Speaker

About Teri Yanovitch, Author & Talent Symposium 2017 Keynote Speaker

Customer service expert Teri Yanovitch has been on the frontline of the customer experience for more than three decades. Author of the acclaimed "Unleashing Excellence - The Complete Guide to Ultimate Customer Service", she is a former customer service ambassador for the Walt Disney Company (a gold standard in customer service). She is also a former regional trainer of the southeast U.S. for the Hertz Corporation and is widely regarded as a leading authority in the field. Teri's passion is to engrain service excellence into the fabric of the organization so that every employee understands customer service is not an either/or proposition, nor an add-on to their job, but it IS their job. Combining a memorable customer experience with giving the customer what was promised is a winning combination that Teri honed while working with the noted guru of quality management, Philip Crosby and the Quality College, and her years as a seminar speaker at the Disney Institute. Today, she instills the service excellence culture within organizations to enhance the customer experience.

If you are surprised that the hospital industry could take cues from the happiest place on earth, don’t be. These service-oriented, patient-focused tips might have you and staff asking, “What would Mickey do?”

At HealthcareSource, we know that hiring quality talent is the key to ensuring your patients get quality care. But are you interviewing to reinforce this patient-centered approach? Read this excerpt, adapted from Unleashing Excellence: The Complete Guide to Ultimate Customer Service by Teri Yanovitch and Dennis Snow.