Service at the heart of everything.

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SPEAKER.
EDUCATOR.
AUTHOR.

“The highlight of the day. Monique received nothing less than 10/10 from our audience.”

– Emma Gordon, Barry Plant Real Estate

THE FACTS

$100US Billion lost through bad customer service each year
60% say customer service key to loyalty

Monique has designed and delivered programs for the following clients:

“THEY SERVE, LIKE WE LEAD”

As leaders we empower our people to succeed…

SERVICE
LEADERSHIP
TRANSFORMATION
EXCELLENCE

MEET MONIQUE

Transformative Experiences. Personalised Service.

Monique Richardson has presented to tens of thousands of people around the world on customer service and embedding customer service cultures into organisations.

With the staggering cost of poor customer service estimated at $100 billion annually, it has become clear that the next wave of competitive advantage lies in organisations that embrace the transformative potential of humanity.

Monique delivers keynotes and presentations that delve into the intricacies of human leadership and the essence of exceptional service. Each engagement is meticulously crafted, tailored, and infused with a level of care that is unmatched. From extensive research to a bespoke approach customised to your unique audience, conference, and training objectives, Monique ensures an experience that surpasses expectations.

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“YOU’LL BE THE COMPANY HERO IF YOU ENGAGE HER”

- Christine Churchill, Customer Service Institute of America

“Monique’s presentation was engaging and ‘lively’. Feedback from attendees was excellent!”

As an expert and leading authority in Leadership, Service and Culture, 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. All keynotes are fully customised to your industry and business goals, so that it is relevant and impactful for your audience.

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Service Transformation focuses on embedding a service culture across the entire organisation. The key to lasting success lies in fostering a customer-centric mindset, working with your executive and leadership team, frontline employees, and all support teams to establish a holistic, organisation-wide focus on and commitment to the customer experience.

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Service Leadership is a transformative experience for CEOs, Executive Teams, Managers and Team Leaders in customer-facing and support teams. Caring for your people enables them to deliver extraordinary care to your customers, elevating both your leadership and customer experience.

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Uniquely designed for frontline and support teams, our programs empower participants with a diverse range of strategies to deliver extraordinary customer experiences. Our bespoke programs are tailored to your team and organisation and range from topics on service excellence, managing difficult customer behaviour, customer aggression and complaints and service recovery.

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The trusted go-to-source for leadership, service and culture

"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
“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
“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
“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
“Monique’s presentation was engaging and ‘lively’. Feedback from attendees was excellent!”

– Roslyn Zervos, Strata Community Association
“I would recommend Monique without hesitation for anyone looking for a passionate customer service facilitator!”

– Lisa Woolf, National HR Manager, Master Builders Insurance Brokers
"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
“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