“Equip your team with the skills needed to provide the highest level of customer service.”
Monique partners with clients like you to create powerful and impactful learning solutions that make a difference to your culture, your team, your customers and your performance.
Monique knows that every organisation is different and works with you to understand your unique culture and your customers to enable bespoke programs that are relevant, engaging and meaningful. Monique greatly values her partnerships with her clients and the long-term relationships that deliver results. Training alone will not drive change and a holistic approach to building a service culture is essential.
Some examples of training programs Monique has designed and delivered for her valued clients:
Leading 8000 people through an entire customer care transformation project involving all leaders, frontline, support staff and partners.
2-day service leadership offsite for ASX listed company to elevate the level of service leadership.
‘Customer at the Centre’ training for all Council staff including 1000 leaders, frontline and support teams.
A half-day workshop on Managing Difficult Customer Behaviour and Aggression.
Full-day workshop on Delivering World Class Service for Luxury Retail.
Clients repeat back that making the investment in Service Leadership is one of the most important things they have done in terms of customer retention, customer loyalty and employee engagement.
Each of the following programs can be specifically tailored to suit the needs of your team and your organisation:
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Service Transformation focuses on embedding a service culture across the entire organisation. This involves working with the Leadership Team, the frontline and all support teams to create an organisation-wide focus and responsibility for the customer experience. This is typically a 12-month and beyond journey that commences with defining customer service standards and behaviours then implementing service leadership training and service excellence training to all frontline and support teams.
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Service Leadership Programs are focused on further developing leaders to have a service leadership mindset to take care of their people so they can take care of the customer. This includes all leaders from the CEO, Executive Teams, Managers and Team Leaders in both customer-facing and support teams.
The program enables Leaders to look holistically at the current customer experience, employee experience and culture to identify opportunities for improvement. It also explores how to successfully implement a strong customer focus within their team and lead sustainable positive change within their teams and drive a customer-centric team culture.
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Service Excellence Programs are designed for frontline and support teams and provide participants with a range of strategies for delivering an exceptional customer experience. The program enables participants to demonstrate enhanced professionalism and self-confidence in dealing with both internal and external customers and is suitable for anyone in with external or internal customers.
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It is the responsibility of every organisation to ensure the protection, safety, and well-being of all 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 difficult behaviour effectively. The safety and well-being of those serving customers must be the highest priority for every organisation and there must be clear boundaries for unacceptable customer conduct. This program focuses on managing angry, aggressive and hostile customers and understanding how to manage all interactions with confidence.
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Complaints management is an essential part of quality customer service and represents an enormous opportunity to any organisation. It is in the interests of all organisations to create a complaint friendly culture, with well-defined processes and systems to support staff in their efforts to resolve complaints.
An environment needs to be created where complaints are welcomed, acted upon and most importantly handled appropriately by knowledgeable, trained and skilled staff. This program is designed for team members, team leaders and managers who are responsible for dealing with customer complaints where participants learn to embrace complaints and view them as an opportunity for continuous improvement.
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DiSC shows people how to understand themselves, recognise others preferred style and how to adapt to different styles of behaviour. Miscommunications get cleared up. Conflicts get productively addressed and resolved. Internal and external customer relationships are strengthened. Differences are understood.
This workshop helps teams improve their communication, cooperation, and effectiveness. DiSC is a brilliant tool that helps people develop behavioural adaptability and build stronger relationships with both external and internal customers.
All workshops can be delivered either face to face or through virtual facilitation.
"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 has designed and delivered programs for the following clients:
TRANSFORMATIVE EXPERIENCES. PERSONALISED SERVICE.
WHAT IS SERVICE LEADERSHIP?
The role of leadership in service is not talked about enough. When poor service customer is delivered, too often it is seen as the responsibility of the frontline. With absolute certainty, leadership will make the single biggest difference to the customer experience. They serve like we lead.
Empower
Team members need to be empowered through knowledge, decision-making and discretionary spend. The more a leader can empower their team, the better the experience for everyone. Decisions are made quickly, customers are not kept waiting, team members feel more pride and leaders have more time. When team members are trusted, they feel empowered to act in the best interests of the customer and the organisation.
Embed
The role of a service leader is to embed the service-driven behaviours they wish to see through coaching, feedback, recognition and accountability. Customer service is not a stand-alone training program or a one-off event. The service leader’s role is to keep customer service alive. It must be their key focus. Every. Single. Day.
Enable
Leaders must enable their people to deliver a superior customer experience. No one turns up to work to deliver poor customer service. There is a strong link between the customer and the employee experience. The employee experience is integral in enabling people — from recruitment and selection to orientation and onboarding. Enabling is about setting the team up for success.
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
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