SeaWorld Orlando learns customer experience keys from sister park Discovery Cove

Posted | Contributed by Jeff

Record attendance at SeaWorld Orlando this summer has come with what officials there say are record customer-service marks despite the thick crowds -- thanks in part to lessons learned from the theme park's rich little sister park, Discovery Cove. During the past two years, SeaWorld officials say, they have dramatically ramped up customer-service programs. Additions include a dozen roving guest-service ambassadors, satellite customer-service centers deep inside the park, and sidewalk animal exhibits to entertain people waiting in lines.

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The whole experience at Sea World Orlando is awesome.

Good for Sea World! I've always been impressed with their parks though as far as customer service goes. But, to see them learning from their other park is great!

It just goes to show that people like the little details. Even if you do the smallest thing to show people you care, they'll remember that. It's funny how people expect lackluster service anymore and when you give them something nice, they're blown away.

Hopefully more parks will pick up on this in the future.

Seems like a no-brainer: A guest who is at the back of the park is not going to like that he has to walk all the way to the front to lodge a complaint.

Ha ha, the customer service centers are not just for complaints though!

Now if Anheuser Busch could teach their ride ops how to operate a ride like Cedar Point does, they would be all set.

I don't know if that's really fair. I mean, it varies a ton from one ride to the next, one park to the next. Apollo's Chariot's crew was amazing a few years ago, while Alpengeist's continually stacked three trains. My last time to SWO, Journey to Atlantis kicked ass, Kraken not so much.

In the case of Apollo's Chariot, they have those stupid gates when you get off the ride, and one of the ops goes around and collects peoples crap when the riders should be forced to deal with it themselves. I have only ever been on Kraken first thing in the morning, and the ride was always a walk on. They generally do a far better job than most amusement parks however.

I was at sea world orlando a few years ago and Journey to Atlantis kept moving at a nice pace, however Kraken was horrible. Some of the worst ride ops I have ever seen. However I went back this year and both rides were run exceptionally well.

I think they need to work on the customer service some more. I was just there on Saturday and they were horrible. They screwed up our dinner with Shamu reservation. Then there was the horrible ride operations. Busch Gardens wasn't too much better with ride operations the next day.

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