speaking

Keynotes that entertain, educate and engage.

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Laurie's perfect blend of humor & content enables your team to make every customer interaction an

Laurie's Most Popular Keynotes

engaging

entertaining

Interactive

Informative

With decades of experience in customer service training and keynote speaking, Laurie Guest is a go-to resource for entertaining and informative programs that leave audiences with a new set of skills to immediately begin delivering better customer service.

Today, 90% of consumers use customer service as a factor in deciding whether or not to do business with a company.

That means it simply can't be left to chance. What's more, the ability to deliver remarkable experiences isn't always common sense. Team members and leaders need to be trained on the skills, strategies and tools that make exceptional customer service possible, and Laurie’s programs are the perfect place to start.

Laurie Guest Keynotes & Workshops

From center stage to the conference room, Laurie Guest has a keynote, program or workshop that's

right for you.

Personable and relevant, every program is refined to speak directly to the audience, taking into consideration factors like experience level, industry and desired outcomes. Laurie delivers programs with humor and heart that educate and inform while they entertain.

The 10¢ Decision

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:

How to turn things around “on a dime”
Ways to self-assess customer service levels
High-impact opportunities to shine that the competition is most likely missing
Ideas for improving the service level of every team member

Plus: Every attendee walks away with Laure’s “Simple Six Pack,” a suite of exclusive resources designed to improve business interactions overnight.

Downloadable One-Sheet

Seeking a Smart, Effective Solution?

Ready for a Morale Boost?

Life in the Espresso Lane

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:

One action to become indispensable at work
Behaviors to positively stand out from the pack
The best way to build rapport with others
Ideas to achieve personal balance in life

Downloadable One-Sheet

Bust Out of Service Fatigue

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:

Learn what service fatigue is, why it happens and its impact on individuals and organizations
Discover six ways to combat service fatigue immediately
Master how to maintain a customer-centric perspective and deliver exceptional service even in challenging situations
Understand how to improve communication to prevent misunderstandings, manage difficult conversations and enhance customer interactions

PLUS: the Premium Program includes lifetime access to the Bust Out of Service Fatigue Frontline Toolkit.

Downloadable One-Sheet

Ready to Re-harness Excellence?

In Need of the Right Words?

Courageous Conversations

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:

How to swap words to create connection
Ways to achieve desired results from others
Practical approaches to deal with difficult people
Secrets to making miserable moments tolerable

Downloadable One-Sheet

The reviews are in, and Laurie Guest was clearly the favorite speaker of our entire national meeting! She customized her message like no other —and she was funny!

Debra Engelhardt-Nash,
American Association of Dental Consultants

"Thank you for your great presentation! The subject matter was spot on for our staff, and it provided important and relevant information with humor that kept them laughing. I’m responsible for this event and its success. YOU MADE ME LOOK GREAT! "
Merry Bachim,
WEA Member Benefits

excellent customer service

is anything but an afterthought.

At every program and keynote, Laurie provides practical solutions for immediate results, moving your customer service delivery from the background to the very heart of your business success.

Contact Laurie Directly