Monique Richardson

Monique Richardson's Biography

Monique Richardson is a global expert in Service Leadership and Customer Service who is obsessed with transforming customer service cultures through a service leadership driven approach. Creating a truly customer focused culture is about putting people first and focusing on the employee experience to ensure a highly engaged and empowered workforce to create the best customer experiences possible.

With over 24 years experience, Monique has delivered Service Leadership and Customer Service Workshops to over 50,000 people. She is a Trainer, Speaker, Author and Coach and has been featured on Sky News, Sunrise, CEO World, The CEO Institute, Business Essentials Daily and Team Guru. She is the author of three books, ‘They Serve Like We Lead’, ‘Managing Difficult Customer Behaviour’ and ‘World-Class Service’ and speaks at conferences, runs training workshops and coaches leadership teams.

Monique has worked with many ASX Top 200 companies including ANZ, Transurban Group, Coles Group, Origin, Vocus Group, AGL, Toll Group and iconic brands including the Melbourne Cricket Club, Melbourne Airport, and Mercedes-Benz.

Monique also has extensive experience in the government sector working with clients including Service NSW, Banyule City Council, Hobsons Bay City Council and Energy & Water Ombudsman NSW. Monique builds customised learning solutions that are relevant, engaging, focused on your customers, your industry and the unique needs of your organisation.

Monique is a conference speaker and trainer who brings experience, passion, excitement and humour to the stage and to all training workshops.

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.

Contact Helene Greenham directly to enquire about Monique Richardson for your next event – helene@platinumspeakers.com.au

Speaking Topics Include

CUSTOMER - FOCUS

What happens when you put the customer at the heart of everything you do.

A true culture of service is one where everybody understands 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