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Over Two Decades of Experience: Laurie Guest has been a leading voice in customer service and experience for over 20 years, helping businesses across various industries improve their customer interactions and drive growth.
Healthcare Industry Foundation: Laurie’s career began in the healthcare sector, where she developed a deep understanding of the importance of empathy and effective communication in customer service, shaping her approach to service excellence.
Renowned Author: Laurie has authored several acclaimed books, including “Wrapped in Stillness” and “The 10¢ Decision,” providing readers with practical tips and strategies for enhancing customer service and creating lasting impressions.
Certified Speaking Professional (CSP): Laurie holds the prestigious CSP designation, awarded to speakers who meet rigorous standards of excellence and professionalism in the speaking industry.
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Keynote Topics
How Small Change Pays Off Big
Built around her latest book, The 10¢ Decision is Laurie’s keynote presentation that features real-world stories, spot-on examples and actionable insights into immediately improving your customer service delivery.
Key audience takeaways and learnings
A keynote presentation relevant to every member of the team, from the C-Suite to the front-line staff. Real-world (and customizable!) examples, actionable strategies and Laurie’s signature engaging delivery create a memorable, impactful program every time.
Whatever business you’re in, service is at the center of it. From company culture to guest interactions, the choices we make day in and day out add up to create exceptional experiences for everyone involved. Sure, some decisions are big ones. But more often, it’s the “10¢ decisions”—the ones that don’t cost much (literally or figuratively) but have a massive impact––that set the stage for remarkable customer service.
With decades of firsthand experience to draw from, Laurie shares her insights into making smart, effective choices to improve guest encounters and your business as a whole.
Attendees will discover:
Plus: Every attendee walks away with Laure’s “Simple Six Pack,” a suite of exclusive resources designed to improve business interactions overnight.
How to Be Smooth, Bold and Balanced in a Fast-Paced World
Laurie’s classic keynote presentation, Life in the Espresso Lane is an entertaining, energetic program designed to boost morale and impart helpful wisdom applicable at work and in life.
Key audience takeaways and learnings
This humorous keynote presentation is designed to set the tone at your event or company meeting, building energy and enthusiasm in the workplace. Easily customized to meet your objectives and goals.
What if you could give yourself an instant pick-me-up by a simple change of thinking—even in stressful times? If you find yourself zapped after encounters with customers or coworkers, this course offers simple yet powerful ways to instantly become engaged, motivated and energized. You will learn practical mental “lattes”—ideas you can serve yourself any time you need to get your perk on!
This fast-paced, fun and interactive program will give you the tools to blend your own energizer. You will leave with new pep and excitement for the day. After you savor her “cup of sanity” once, Laurie’s humor and wisdom will make you want to drink in her ideas daily.
Attendees will discover:
Six Ways to Re-energize Frontline Staff
Bust Out of Service Fatigue provides actionable solutions, innovative ideas and just enough inspiration to empower your team to serve customers with excellence every single time.
Key audience takeaways and learnings
This keynote and training program is a perfect match for those ready to bust out of service fatigue and return to customer service excellence.
During this fast-paced session, unpack pragmatic ways to bust out of service fatigue once and for all. Customer service delivery suffers when our people don’t have the tools, techniques and support they need to succeed.
Attendee takeaways:
PLUS: the Premium Program includes lifetime access to the Bust Out of Service Fatigue Frontline Toolkit.
Learn the Keys to Productive, Effective Communication
With Courageous Conversations, discover the best ways to open up new lines of communication and navigate even the trickiest interactions, from difficult customers to interpersonal relationships.
Key audience takeaways and learnings
This workshop-style presentation on customer service and communication that reduces stress and tension, and increases confidence and cooperation on teams in a “laugh while learning” atmosphere.
Do you ever wish you had just the right words to handle situations at work? Whether you need the perfect words to handle difficult clients, language to deal with challenging staff, or simply the guts to say what the boss needs to hear, this session can help.
Known as a courageous communicator, Laurie Guest has spent over 25 years teaching others how to use the right words and phrases to help achieve a desired result. During this highly interactive program, attendees will take common scenarios and learn how to phrase the communication in ways that increase their influence with others.
Attendees will discover:
Laurie Guest, CSP, CPAE, is a dynamic keynote speaker, author, and customer service expert known for her engaging and practical approach to helping businesses attract and retain new customers. With over two decades of experience, Laurie has inspired countless business leaders and teams to elevate their customer service standards, resulting in lasting improvements and significant […]
Laurie Guest, CSP, CPAE, is a dynamic keynote speaker, author, and customer service expert known for her engaging and practical approach to helping businesses attract and retain new customers. With over two decades of experience, Laurie has inspired countless business leaders and teams to elevate their customer service standards, resulting in lasting improvements and significant growth.
Her unique blend of humor, real-world examples, and actionable insights makes her a highly sought-after speaker at conferences, corporate events, and training sessions. Laurie’s journey began in the healthcare industry, where she quickly realized the critical importance of exceptional customer service. Her passion for creating positive customer experiences led her to establish her own consultancy, where she has since worked with a diverse range of industries, including finance, hospitality, retail, and healthcare.
Laurie’s ability to tailor her message to the specific needs of each audience ensures that her presentations are always relevant, impactful, and memorable. As a Certified Speaking Professional (CSP) and a member of the Council of Peers Award for Excellence (CPAE) Speaker Hall of Fame, Laurie Guest has been recognized for her outstanding contributions to the speaking profession.
Her expertise and enthusiasm for customer service make her a valuable asset to any organization looking to enhance its customer experience and achieve sustainable success.
Expertise and Background
Laurie Guest’s career in customer service began in the trenches of the healthcare industry, where she developed a keen understanding of the nuances of patient care and the importance of empathy in service delivery. This foundational experience shaped her perspective on customer service, emphasizing the need for genuine human connection and proactive problem-solving.
Laurie’s firsthand knowledge of the challenges faced by frontline staff enables her to offer practical, realistic solutions that can be immediately implemented. Over the years, Laurie has expanded her expertise to encompass a wide range of industries, from retail to finance to hospitality.
Her consultancy work involves in-depth analysis of client operations, identification of service gaps, and the development of customized training programs that address specific pain points. Laurie’s comprehensive approach ensures that her clients not only understand the principles of excellent customer service but also have the tools and strategies needed to put them into practice effectively. Laurie Guest is a prolific author and thought leader in the field of customer service and experience.
Her books, “Wrapped in Stillness” and “The 10¢ Decision,” offer valuable insights and practical tips for improving customer interactions and creating lasting impressions. These publications have garnered praise from industry professionals and have been widely adopted as essential reading for customer service teams.
In addition to her writing, Laurie is a frequent contributor to industry publications and a sought-after guest on podcasts and webinars. Her ability to distill complex concepts into digestible, actionable advice has earned her a loyal following and solidified her reputation as a thought leader in the customer service arena. Laurie’s influence extends beyond her writing and speaking engagements.
She is also a dedicated mentor and coach, working closely with business leaders and teams to develop their customer service skills and build a culture of excellence within their organizations. Her hands-on approach and genuine commitment to her clients’ success make her an invaluable partner in their journey toward better customer service.
Why Book Laurie Guest?
Event planners seeking a keynote speaker who can deliver both inspiration and practical value will find Laurie Guest to be an ideal choice.
Her presentations are known for their engaging delivery, packed with humor, storytelling, and actionable insights that resonate with audiences long after the event has ended. Laurie’s ability to connect with diverse audiences, from frontline staff to senior executives, ensures that her message is both impactful and universally relevant. Laurie’s extensive experience across multiple industries means she can tailor her content to the specific needs and challenges of each audience.
Whether addressing a room of healthcare professionals or retail executives, she brings a wealth of knowledge and practical advice that can be immediately applied to improve customer service and experience. Her customized approach ensures that every presentation is unique and directly relevant to the audience’s context. Booking Laurie Guest guarantees an event filled with energy, engagement, and valuable takeaways.
Her reputation as a leading expert in customer service and experience, combined with her CSP and CPAE credentials, provides assurance of a high-quality, professional presentation. Laurie’s commitment to delivering exceptional value and her ability to inspire positive change make her a standout choice for any event focused on customer service excellence.
Why Use Speakers Inc?
Speakers Inc is committed to connecting event planners with the highest caliber of speakers, ensuring that every event is a success. By partnering with Speakers Inc, event planners gain access to a curated roster of top-tier speakers, including Laurie Guest, who are vetted for their expertise, professionalism, and ability to deliver impactful presentations.
Our team works closely with event planners to understand their specific needs and match them with the perfect speaker for their event. In addition to our rigorous speaker selection process, Speakers Inc offers comprehensive support throughout the event planning process.
From initial consultation to post-event feedback, our dedicated team is here to ensure that every detail is handled seamlessly. Our goal is to provide a hassle-free experience for event planners, allowing them to focus on the broader aspects of their event while we take care of the speaker arrangements.
Summary and Conclusion
Laurie Guest, CSP, CPAE, is a distinguished keynote speaker and customer service expert who has dedicated her career to helping businesses enhance their customer experience. With a rich background in the healthcare industry and extensive consultancy experience across various sectors, Laurie brings a wealth of knowledge and practical insights to her presentations.
Her engaging delivery, combined with actionable advice, makes her a highly sought-after speaker for events focused on customer service and experience. Booking Laurie Guest through Speakers Inc ensures a seamless event planning experience and access to one of the industry’s leading experts. Her proven track record of inspiring positive change and her ability to connect with diverse audiences make her an invaluable addition to any event.
Laurie’s commitment to excellence and her passion for improving customer service standards guarantee a memorable and impactful experience for all attendees.
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