Service Leadership and Customer Service
KEYNOTE SPEAKING
Leadership makes the single biggest difference to the customer experience.
Monique has designed and delivered programs for the following clients:
As an expert and leading authority in Service Leadership and Customer Service, Monique works with clients across the globe delivering high energy and engaging keynotes.
She is a conference speaker who brings experience, passion, excitement and humour to the stage.
Monique’s ability to create deep connection and empathy with your audience stems from the extraordinary lengths she takes to understand your business and people and ensure she has walked in the shoes of your customer and team. All keynotes are fully customised to your industry and business goals, so that it is relevant and impactful for your audience.
Monique’s keynotes are personalised, practical and powerful. Your audiences will come away with a deeper understanding of service excellence and a commitment to serve their team, customer or colleague with a deeper level of empathy and care. She will create an experience to inspire and energise the crowd, ignite enthusiasm and motivate your leaders and teams to elevate the customer experience.
The experience for your delegates continues beyond the platform with practical take-aways and creative and innovate ways to embed learning and maintain momentum well beyond the event.
Ready to take your conference or event to the next level? Don't miss the chance to create a truly extraordinary event. Act now and secure Monique Richardson as your keynote speaker.
SPEAKING TOPICS
CUSTOMER - FOCUS
What happens when you put the customer at the heart of everything you do.
A true culture of service is one where everybodyunderstands the most important thing, they can do is take care of the customer.
The way this is achieved is through creating a culture of service excellence. The best organisations in the world have leveraged service as a key differentiator and have built cultures of service excellence where everyone puts the customer at the heart of everything they do. This keynote explores proven strategies on how to cultivate, embed and sustain a customer-focused culture from the inside out and practical tips on how to instantly improve your customer experience and create raving fans.
From this engaging keynote, audience members will be able to:
Assess the current culture and see a future vision for what is possible
Put the customer at the heart of everything they do
Recognise their individual role in building a service culture
Embrace the three elements of culture building, leadership, customer and people..
THEY SERVE LIKE WE LEAD
How your Leadership has the biggest impact on the customer experience.
Leadership makes the single biggest difference in the customer experience. The level of customer experience a team delivers is dependent on the level of customer focus of the leader. Every people leader within an organisation has a key responsibility in driving a service culture within their team.
The role of a Service Leader is critical and ensuring the CEO, every Director, Manager and Team Leader has a customer-centric mindset is the only way to build a truly customer-focused culture.
Building a customer-focused team and organisational culture all starts with Leadership. Leaders are focused on empowering their teams to support the customer, and at the same time have a high level of accountability for results.
From this inspiring keynote, audience members will be able to:
Understand the role of a true service leader
Identify how to inspire, engage and empower their team
Recognise the importance of customer and employee centricity
Increase employee engagement and customer loyalty.
ANGRY CUSTOMERS
How to deal with them and should we put up with them?
Angry customers have always been a part of working in the customer service industry. Whether in the Corporate Sector, Government, Hospitality or Retail, difficult customer behaviour is everywhere. We have and continue to witness escalating customer complaints and behaviour that is difficult and at times hostile, threatening and abusive.
A critical responsibility of every organisation is ensuring the protection, safety, and well-being of team members. This includes having clear guidelines and procedures in place to safeguard the team, and providing training, coaching and support to equip them to manage angry customers.
The safety and well-being of those serving customers must remain the highest priority for every organisation. This keynote will empower your team with practical tools and techniques and increase their confidence in managing angry and aggressive customers.
From this inspiring keynote, audience members will be able to:
Understand why customers get angry and recognise their own reactions to difficult customer behaviour
De-escalate angry customers Define unacceptable customer conduct
Develop strategies for self-care and resilience
WORLD CLASS SERVICE
Excellence sets you apart. What is it and how to deliver it?
At the heart of delivering an exceptional customer experience is people. Customer service is taking care of the people we serve and this keynote focuses on the three core elements of delivering a memorable customer experience, mindset, behaviours and skills.
While increases in digital transformation, automation and artificial intelligence drive customer and user engagement, the one thing that remains impactful in building and growing a dedicated customer base- the power of people in creating an exceptional experience.
The customer experience is everyone’s responsibility in the organisation and developing frontline and support teams to focus on the customer is critical for building cultures of service excellence.
From this inspiring keynote, audience members will be able to:
Confirm existing gaps in the customer experience, including the impact of possible overreliance on technology or automation for engagement
Develop a customer first mindset with external and internal customers
Put the customer at the heart of everything they do
Create empathy and connection with their customers
Maintain a service mindset
This keynote is perfect for company or industry conferences, all Leadership Conferences, sales kick off’s, business and franchise owners.
This keynote is perfect for all levels of Leadership. Company Conferences, Leadership Conferences, Emerging Leader Events.
This keynote is perfect for Frontline Team Members, Team Leaders, Contact Centres and Customer Service Departments
This keynote is perfect for Frontline Team Members, Team Leaders, Contact Centres and Customer Service Departments.
“Monique thoroughly responded to the brief and immersed herself in understanding the nuances of golf business. Monique even undertook coaching lessons to understand the challenges faced by professional coaches! The result was fantastic, and specifically targeted to our audience. I strongly recommend Monique for any CX keynote, speaking, leadership, training and expertise.”
– Guy Chapple, Golf Business Forum/ PGA Expo
“Transformative Experiences. Personalised Service.”
Ready to take your conference or event to the next level? Act now and secure Monique Richardson as your truly extraordinary keynote speaker.
The trusted go-to-source for leadership, service and culture
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"Monique even undertook coaching lessons to understand the challenges faced by professional coaches! The result was fantastic, and specifically targeted to our audience.I strongly recommend Monique for any CX keynote, speaking, leadership, training and expertise.”
– Guy Chapple, Golf Business Forum/ PGA Expo
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“As soon as I saw Monique facilitate her first training session, I knew we had hit the jackpot. Through Monique’s skills and experience, we have developed a culture that emphasises people and gives us the best opportunity to provide exceptional service in every interaction with every customer at every event.”
- Josh Eltringham General manager Venue and Event Services Melbourne Cricket Club
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“Through Monique our customer centric culture has improved out of sight. I could not recommend Monique highly enough to any organisation who is wishing to take their customer journey to the next level.”
– Ali Wastie, CEO Bass Coast Shire Council
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“I would highly recommend Monique for anyone looking to equip their team with the skills needed to provide the highest level of customer service.”
– Amanda Cater, Team Leader at Body Corporate Strata Group
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“Monique’s presentation was engaging and ‘lively’. Feedback from attendees was excellent!”
– Roslyn Zervos, Strata Community Association
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“I would recommend Monique without hesitation for anyone looking for a passionate customer service facilitator!”
– Lisa Woolf, National HR Manager, Master Builders Insurance Brokers
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"Following the customer service training that Monique delivered to our drivers, the customer satisfaction scores have gone up every month and for March hit 4.92 out of 5 which is world class. This is an example of how you get an ROI on training when you get the right trainer, with the right approach and infrastructure."
– Paul Walsh, Head of People, Lounge Lovers
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“Monique is a brilliant facilitator, is engaging, has a wonderful sense of humour and is incredibly passionate. Monique tailored her approach to our business needs and her flexibility demonstrates a true partnership relationship. I would strongly recommend her to any business looking to uplift their customer service capability.”
– Morgan Ryan, Chief of Clinic Operations SA, TAS and WA at Capitol Health
WAYS TO CONNECT
