The Future Outlook of the Guest Experience

For most people, the future looks bright and for companies, the same can be true. The guest experience has changed and requires more work for employees, bosses, and CEOs. However, it also requires more work for customers, who are always on the lookout for the best service and price. Therefore, understanding the changes can help ensure that you’re on the right track for success.




Technology has ultimately changed the way that companies do business, as well as how customers shop. Therefore, it’s important to utilize technology in the best possible way. That may mean having a streamlined website that’s compatible with other devices or may include using social media outlets, such as Twitter.


The point is that you must determine how technology can work for you, but also how it can work for your customers to create the best guest experience possible.


Emotional Connection


The one caveat of more technology is that the emotional connection consumers feel toward a brand can dissipate. You still need that emotional connection between the company and the customer but have to be more creative to create it. That’s why social media is so popular with businesses. They can still interact with their customers and get feedback.


Feedback can also be in the form of satisfaction surveys. However, you must ensure that when a complaint is filed through the survey, you respond just like they called or emailed you. Otherwise, they will feel that you aren’t listening or don’t care.


Everyone Should Be Happy

To make everyone happy, you must go in a big circle. The owner of the business must have the right employees and train them. The employees must be happy, which incentives, bonuses, competitive salaries and more can help with. When the employees are happy, they’ll work hard for the customer, which in turn makes the client happy, as well.



Customer Service Workshop


Customer Service Lessons From The Frontline

5 Customer Service Lessons From The Frontline

Understanding customer service can be tricky, especially from an employee’s point of view. Most employees are focused on their jobs and their tasks, not what the customer may need or want. Putting yourself in their shoes may seem counterproductive, but this can be the first step to avoiding critical mistakes and losing clients due to poor customer service. Here are 5 customer service lessons from the frontline to help your company retain business and gain referrals.


Make It Easy For Customers To Find You

The first problem you should avoid is making it tough for customers to get to your products and services or your customer support. Having stores and websites is good, but making it easier should always be your goal. Place a large customer service number and chat line on your website where it is visible so your clients don’t have to go searching for it. Also, when people call into the customer service center, don’t expect them to wait through multiple robot voices and punch in a lot of numbers. Get them to a real person as soon as possible so they can start discussing their needs. If they do need to punch in a pin number or ID code, don’t ask for it again! They already gave it to you, and good customer service experts shouldn’t need it twice.


Peak Traffic

Will your servers be able to handle an influx of traffic from websites? Do you have enough employees to handle calls proficiently? Understand when the peak times are for your business and plan ahead to avoid problems and solve problems efficiently.


Be Efficient

Efficiency doesn’t fall on the heads of customers. It falls to the people running the company. You must be proficient and skilled enough to handle all problems as they arise or even before they happen. Train employees and managers on what to do and how to do it so they can be more productive. If they do not know the answer to a question, make sure that they connect the customer to someone who does. If this is not possible, make sure they write the question down and get the correct answer for the customer as soon as possible.


Treat Employees Well

Employees who aren’t happy with their jobs aren’t necessarily going to treat customers poorly, but they certainly won’t give them their best. Customer service doesn’t start with the client, but rather the managers and employees. Make sure your managers are helpful, motivating and encouraging so that your team works together to create the best customer experience for your clients.


Related Article: Starving For Recognition – How & Why Implementing An Employee Recognition Program Produces Amazing ROI

Surprise/Delight Them


Going above and beyond may seem impossible for a salesperson, but it shouldn’t. They should be able to offer promotional items, discounts and other options to get customers interested and hooked. If you’re not providing your staff with the ability to surprise and delight customers, they could be losing sales.



Take A Sneak Peek Into My Customer Service Excellence Workshop – Creating A Customer-Centric Culture

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The 6 Golden Rules of Great Customer Service

6 Golden Rules of Great Customer Service To Help You Achieve Customer Satisfaction


Customers are your lifeline and without them, you don’t have a company to run. Therefore, customer service has to be your top priority above all else. Many consumers won’t hesitate to end transactions before making the purchase, or to turn away from a brand because they were treated poorly, even once. Therefore, understanding the six golden rules of customer service will help you to ensure that they are happy at all times.



Listening is one of the easiest things you can do for your customers, but most people neglect it. Take the time to let the client talk about their needs, ask questions that are relevant and concentrate on what they’re saying. Don’t just assume that you know what they need or want because you probably don’t.


Customer Is Right

Most companies have forgotten that the client is always right. Whether or not they are rude, don’t listen to you or speak poorly, they make your job title necessary and pay your salary. That doesn’t mean that you should let people curse at you, but understanding how to calm them down is a necessity.



Customers know when you do and don’t care. Thanking them is polite, but if you don’t mean it, they’ll see through you. They want to know that you appreciate them and their business, but they also want to feel important.


Seek Feedback

Surveys are an excellent way to get feedback about improvements. It may hurt to hear some of them and take the time to sort through them, but they’ll feel appreciated.



Determining what your customer needs can be hard, but try your best to anticipate their needs by listening to them and trying to understand.


Give More

Customers can likely go to any store or brand, so it’s important to give them more, such as following up when they don’t buy something or doing things differently.


Sneak Peak Into My Customer Service Excellence Workshop:

Creating A Customer-Centric Culture



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Motivating Factors: How To Create A More Productive Team

If you want to learn how to create a more productive team, then you may want to consider the four primary motivating factors and determine the best way for you to implement them. They include leadership styles, reward systems, organizational climate and work structure, and each one is important if you want your sales team to work together and make money for the company.


Leadership Styles

Many times, the leaders you choose to clash with the team members. This can lead employees to dislike their job, quit, cause trouble and more. Therefore, you may need to consider the style of leadership your managers use and either help them improve or find new managers. Sometimes, all it takes is for employees to feel respected and knowledgeable, similar to their manager.



Reward Systems

It is always important to give rewards to those who do a good job, but you shouldn’t make the rewards unattainable. Everyone who tries should get something, but those who excel should get more.

Therefore, it may make sense to increase the frequency of rewards or increase the size of the prize, such as tickets to popular outings, more money or bonuses.


Organizational Climate

The organizational climate can be a little difficult to determine, but it’s the basis for people coming to work and enjoying their time. If people don’t like the style, layout or feelings they get while they work, they’ll be less productive and may call off sick or quit after a few short months (or weeks). Make it an issue that everyone must be respectful to everyone else and have serious repercussions if disrespect is noticed. After a while, people will start being respectful without noticing it and things will calm down.




Work Structure

It is important that the work your employees do is of value to the company and involves many things, such as communication, interactions, and negotiations.

Related Articles To Help You Learn How To Create A More Productive Team




Customer Service Excellence Workshop Sneak Peak – Creating A Customer Centric Culture

Creating a Customer-Centric Culture Customer Service Excellence Workshop.


I provide customer service excellence workshops and keynote presentations to businesses and organizations around the world. My customer service programs are designed to provide my audiences with key learning objectives based on customer service best practices.

Customer Service Excellence Workshop

Program Description:

Imagine an organization where all your employees are confident, self-sufficient and motivated. Your company’s turnover is at an all-time low, as are customer complaints. Word on the street is that your company offers the benchmark for customer service in your industry, and your competitors are seeing red as their customers jump ship and swim your way. With “Creating a Customer-Centric Culture”, a powerful new customer excellence program, you don’t have to imagine anymore. You can make your dream world a reality!

What you will learn:

  • This training program leads to customer service consistency. Your customers are your business.
  • They write your paychecks — and those of your employees. Even the briefest customer interaction affects your bottom line.
  • We show you how to win customers over by treating them well and retain them by keeping them happy, while maintaining your competitive advantage — excellent customer service — with across-the-board consistency.
  • We use dramatizations of real-world customer service situations to keep the training interesting, relevant and fun.

Bottom-line benefits of “Creating a Customer-Centric Culture” include:

  • Leads to higher employee productivity and profits
  • Increases employee retention
  • Creates consistency of service throughout your company
  • Fits into any schedule – no matter how hectic

Benefits to attendees:

Increases the confidence and competence of your employees Boosts self-esteem and morale Skills are transferable to other areas of work or life Learning is customized to the needs of the organization and individual and thus, non-threatening and more effective


  • Half-day abridged version is delivered in a 3-4 hour format.
  • Complete version may be delivered in a 6-8 hour format.
  • Customized 60 Minute Keynote Presentation


Thank you for your interest in my Customer Service Excellence Workshop.


Doug Dvorak


View more keynotes here