Guest Encounters: Complete Virtual Training

Regular price $299.00

Your customer service reputation needs improvement. Your team is ready for a refresher. Chances are, there’s room to improve how you interact with your customers. Guest Encounters Virtual Training offers a self-driven training solution to improve your customer service delivery based on Laurie Guest’s years of experience and knowledge.

Featuring thirty exclusive lessons direct from Laurie plus interviews with experts who add context and insight for each one, this program is designed to be simple to navigate and put into practice. This easy-to-use system covers a wide variety of customer service and staff development areas, all in a format that leads to an immediate improvement in customer experience.

Topics included in this Virtual Training Program:

Customer Service

  • Greetings and First Impressions
    • Hello 101 
    • Authentic Connecting
    • Positive Positioning
    • Transitions That Work
    • Impact of Body Language
  • Differentiation
    • Noteworthy Experiences
    • Stop the Sorry Statements
    • Showtiming
    • Appreciation Techniques
    • Packaging That Gets Noticed
  • Communication
    • Taboo Words and Scripting
    • Reframing Issues
    • Energy and Engagement
    • Generational Issues
    • Personality Assessments

Staff Development

  • Finding and Keeping Good Staff
    • Hiring
    • Onboarding
    • Dealing with Change
    • Empowerment
    • Appreciation Formula for the Internal Customer
  • Achieving Team Buy In
    • Compliance & Accountability
    • Consistency & Productivity
    • Teamwork Essentials
    • Attitude, Initiative and Engagement
    • Creating Fun in the Workplace
  • Interactions With Guests
    • Dealing with Angry Guests
    • Over-Bearing Guests
    • Behaviors That Build Business
    • Winning Back Lost Guests
    • Attitude Adjustments

Please note: this is a digital delivery product. Once your purchase is complete, you will receive an email indicating that your digital purchase is ready for download (please remember to check your spam folder!). That email will contain a link to download your certificate of purchase, which includes your online access information. If you have any problems or questions, please contact us at