Meet Monique Richardson, Customer Service & Service Leadership Expert, Speaker, Coach, Trainer, Author
Her clients include ANZ, Transurban Group, Coles Group, Origin, Vocus Group, AGL, Toll Group, Melbourne Cricket Club, Melbourne Airport, Mercedez-Benz, Service NSW, Banyule City Council, Hobsons Bay City Council and Energy & Water Ombudsman NSW
Monique Richardson is one of Australia’s leading Experts in Service Leadership and Customer Service who is obsessed with transforming customer service cultures through a service leadership-driven approach. Creating an authentic 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.
It is also ensuring that every leader and team member recognises how they contribute to the overall customer experience regardless of whether or not they are working with external or internal customers. If leaders are able to give their team the support, tools, empowerment, training and coaching, this will ultimately lead to increased engagement and productivity, an exceptional customer experience, increased revenue growth and profitability and a culture of service excellence.
Monique provides learning and development solutions including training, speaking facilitation and coaching nationally and internationally. Employed in the Customer Service industry for over 30 years, Monique has spent the last 23 years in Learning & Development and for the past 19 years has consulted exclusively in the area of Service Leadership and Customer Service.
Monique is widely recognised for her passion and expertise and her high levels of both client and participant satisfaction.
Monique has worked with thousands of customer service professionals including senior management, leadership, frontline and support teams with the aim of assisting organisations to increase performance and engagement, customer satisfaction levels and customer focus.
Monique’s style has been described as passionate, energetic, interactive, engaging and humorous. She engages her participants through active learning and high levels of energy and interaction. Monique has had extensive training and facilitation, coaching, instructional design and keynote speaking experience in a variety of industries. Monique produces exceptional results and this has seen her services engaged by many of Australia’s leading organisations.
Monique partners with her clients to create powerful and impactful learning solutions to make a difference to your culture, your team, your customers and your performance. Each of the following workshops can be specifically tailored to suit the needs of your team and your organisation. All workshops can be delivered either face to face or through virtual facilitation.
LEADERSHIP PROGRAMS
- Service Leadership
- Coaching for Service Performance
- Call Coaching
- Train the Trainer
FACILITATED WORKSHOPS
- Developing a customer service charter
- Creating your customer service standards and guidelines
- Empathy mapping
FRONTLINE TRAINING PROGRAMS
- Exceptional Customer Service
- Managing Difficult Customer Behaviour
- Working with Customers from Home
- Handling Customer Complaints
- Telephone Skills
- Customer-focused written communication
- Resilience and Self-Care
- Induction design and delivery
- DiSC Profiling workshops
Monique released a book called ‘Managing Difficult Customer Behaviour: Practical Guide for Confident Conversations’
Customer service has always involved managing difficult behaviour, but those on the frontline often find themselves on the receiving end of verbal and physical abuse with little insight into how to effectively manage the conflict.
In the new book, Managing Difficult Customer Behaviour: Practical Guide for Confident Conversations, Service Leadership and Customer Service Expert Monique Richardson draws upon over 20 years of experience to provide a practical guide for frontline teams to handle customers with confidence and skill.
This timely and much-needed book is full of proven tips and techniques to help create positive customer experiences and manage these challenging customer interactions. Through anecdotes and easy-to-follow tactics, Monique empowers managers and team members to remain confident and professional during tricky conversations.
Trying times often bring out the worst (and best) in people, but Managing Difficult Customer Behaviour empowers those in service roles with the skills needed to deliver quality customer experiences through the effective management of tough customers.
What I love most about Monique is her genuine warmth, kindness and above all, encouragement. She is a powerful communicator and takes the time to articulate gratitude and express her admiration of others. She gives credit where credit is due and gives everyone around her the gift of reminding them how truly fabulous they are.
