On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Monique Richardson about they serve like we lead, service leadership and how important our own roles are in keeping good customer service.

We also dive deeper into the factors to consider in making customer service work, creating a service vision and how we should set our strategies to ensure that good customer service is well offered to our customers.

Monique Richardson  – They Serve Like We Lead

Monique Richardson is an expert and leading authority in Service Leadership and Customer Service, a speaker on Managing Difficult Customer Behaviour, and the author of the new book They Serve Like We Lead.

She holds a Bachelor’s degree in Training and Development from the University of Melbourne and now with over 22 years of honing her craft, she’s had the privilege of addressing over 50,000 individuals, instilling the principles of effective service leadership and customer care. Being a go-to expert for media outlets like Sky News, Sunrise, CEO World, and The CEO Institute, and has worked with many ASX Top 200 companies including ANZ, Transurban Group, and iconic brands including the Melbourne Cricket Club, Melbourne Airport, and Mercedes-Benz.

Mitchell talks about:

• Protecting our customer service community
  
• Having a service-minded family
  
• The impact of your life on other people
  
• Servant leader versus service leadership
  
• Technology’s impact on customer service
  
• Overall customer service strategy
  
• Playing our own parts in a customer’s experience
  
• Factors to consider in making customer service work
  
• The inspiration behind They Serve Like We Lead
  
• Having a great and positive attitude to deliver good customer service
  
• Is having a bad day an excuse for poor customer service?
  
• Resetting and redefining your service vision
  
• What is an inspiring great leader?
  

Tweets

“It really is about the culture that’s set by the organisation that is then driven by the leadership.” Culture and leadership with Monique Richardson on the Inspiring Great Leaders Podcast.

“I think it’s so important as leaders that we also help our people to understand, why what they do matters and how it impacts on the customer.”  Our role on a customer experience by Monique Richardson on the Inspiring Great Leaders Podcast.

“Sometimes there are things going on in people’s lives that are bigger than work. For the leaders to be able to have that compassion and empathy, that if somebody is not delivering that great experience, the first thing is just checking in to make sure that person’s okay and is everything okay in the world?” Compassion in the workplace by Monique Richardson on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Monique Richardson www.moniquerichardson.com.au
Monique Richardson LinkedIn
Monique Richardson Instagram
Craig Johns www.craigjohns.com.au
Craig Johns craig@nrg2perform.com
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book

They Serve Like We Lead