Customer service expert Monique Richardson argues that exceptional service starts long before a customer interaction. It begins with leadership, culture and how people inside the organisation are treated. Monique is an author, speaker and consultant, for more than two decades, she has helped organisations across Australia create customer experiences that build loyalty, trust and lasting relationships. 

She explains why service is everyone’s responsibility, how leaders can create a culture that empowers employees, and why ease of experience is often the most overlooked driver of customer satisfaction. Monique also explores trust, service recovery, psychological safety, difficult customer behaviour and the powerful connection between employee experience and business performance. 

Takeaways 
Great customer service starts with leaders who genuinely care about people. 
Employee experience directly shapes the quality of every customer interaction. 
Customers remember how simple, easy and human experiences feel. 
Trust begins when frontline teams are present, engaged and empowered. 
Training creates confidence, consistency and better service across every generation. 
Service failures become opportunities when businesses learn from them properly. 
Empathy matters, but abusive customer behaviour must have clear boundaries. 
Customer service is an attitude, not a separate business department. 

Follow Monique Richardson 
https://www.moniquerichardson.com.au/
https://www.linkedin.com/in/monique-richardson-customerservicetraining/ 

Monique’s books 
World Class Service https://amzn.com/0645792721
They Serve Like We Lead https://amzn.com/0645792705
Managing Difficult Customer Behaviour https://amzn.com/B08HL8MJQS

Books recommended 
Man's Search For Meaning by Viktor Frankl https://amzn.to/3PUJLqS 

Watch the episode on YouTube: https://www.youtube.com/@TheEvolutionPartners 

Newsletter – each week I share interesting insights, articles and ideas you can use. Join other leaders and subscribe to The Evolution Partners newsletter  https://evolutionpartners.com.au/subscribe/ 

Books – Learn more about our books https://evolutionpartners.com.au/books/  
Made to Thrive: The practical, prescriptive guide on how to be a great CEO 
Onboarded: How to bring new hires to the points where they are more effective faster. A business case for leaders on why you should commit to an effective onboarded process. 
Onboarded for Managers: Helping managers bring new hires to the point where they are more effective faster. 
Bigger isn’t Better, Better is Better: Avoiding the pressure of endless growth to build a better business (and better life)  

Follow me: 
on https://au.linkedin.com/in/bradleygiles  
on https://twitter.com/Evolution_Perth 

Enjoying the show? Leave a review 

Customer service expert Monique Richardson argues that exceptional service starts long before a customer interaction. It begins with leadership, culture and how people inside the organisation are treated. Monique is an author, speaker and consultant, for more than two decades, she has helped organisations across Australia create customer experiences that build loyalty, trust and lasting relationships.&nbsp;
She explains why service is everyone&rsquo;s responsibility, how leaders can create a culture that empowers employees, and why ease of experience is often the most overlooked driver of customer satisfaction. Monique also explores trust, service recovery, psychological safety, difficult customer behaviour and the powerful connection between employee experience and business performance.&nbsp;
Takeaways&nbsp;
<ul>
<li>Great customer service starts with leaders who genuinely care about people.&nbsp;</li>
<li>Employee experience directly shapes the quality of every customer interaction.&nbsp;</li>
<li>Customers remember how simple, easy and human experiences feel.&nbsp;</li>
<li>Trust begins when frontline teams are present, engaged and empowered.&nbsp;</li>
<li>Training creates confidence, consistency and better service across every generation.&nbsp;</li>
<li>Service failures become opportunities when businesses learn from them properly.&nbsp;</li>
<li>Empathy matters, but abusive customer behaviour must have clear boundaries.&nbsp;</li>
<li>Customer service is an attitude, not a separate business department.&nbsp;</li>
</ul>
Follow Monique Richardson <a href="https://www.moniquerichardson.com.au/">https://www.moniquerichardson.com.au/</a> <a href="https://www.linkedin.com/in/monique-richardson-customerservicetraining/">https://www.linkedin.com/in/monique-richardson-customerservicetraining/</a>&nbsp;
Monique&rsquo;s books World Class Service <a href="https://amzn.com/0645792721">https://amzn.com/0645792721</a> They Serve Like We Lead <a href="https://amzn.com/0645792705">https://amzn.com/0645792705</a> Managing Difficult Customer Behaviour <a href="https://amzn.com/B08HL8MJQS">https://amzn.com/B08HL8MJQS</a>
Books recommended&nbsp; Man's Search For Meaning by Viktor Frankl <a href="https://amzn.to/3PUJLqS">https://amzn.to/3PUJLqS</a>&nbsp;
Watch the episode on YouTube: <a href="https://www.youtube.com/@TheEvolutionPartners">https://www.youtube.com/@TheEvolutionPartners</a>&nbsp;
Newsletter &ndash; each week I share interesting insights, articles and ideas you can use. Join other leaders and subscribe to The Evolution Partners newsletter&nbsp; <a href="https://evolutionpartners.com.au/subscribe/">https://evolutionpartners.com.au/subscribe/</a>&nbsp;
Books &ndash; Learn more about our books&nbsp;<a href="https://evolutionpartners.com.au/books/">https://evolutionpartners.com.au/books/</a>&nbsp; <a href="https://evolutionpartners.com.au/made-to-thrive/"> Made to Thrive:</a> The practical, prescriptive guide on how to be a great CEO&nbsp; <a href="https://evolutionpartners.com.au/onboarded/">Onboarded:&nbsp;</a>How to bring new hires to the points where they are more effective faster. A business case for leaders on why you should commit to an effective onboarded process.&nbsp; <a href="https://evolutionpartners.com.au/onboarded-for-managers-book/">Onboarded for Managers:</a> Helping managers bring new hires to the point where they are more effective faster.&nbsp; <a href="https://evolutionpartners.com.au/bigger-isnt-better/">Bigger isn&rsquo;t Better, Better is Better:</a> Avoiding the pressure of endless growth to build a better business (and better life)&nbsp;&nbsp;
Follow me:&nbsp; on <a href="https://au.linkedin.com/in/bradleygiles">https://au.linkedin.com/in/bradleygiles</a>&nbsp; on <a href="https://twitter.com/Evolution_Perth">https://twitter.com/Evolution_Perth</a>&nbsp;
Enjoying the show? Leave a review&nbsp;

A place for the world’s leading thinkers, planners and doers.

The Evolution Partners is a weekly podcast hosted by Brad Giles. Join Brad as he engages in conversations with some of the world’s sharpest minds, learning a bit more about them and delving into what makes them tick.

A place for the world’s leading thinkers, planners and doers.
The Evolution Partners is a weekly podcast hosted by Brad Giles. Join Brad as he engages in conversations with some of the world’s sharpest minds, learning a bit more about them and delving into what makes them tick.

The Evolution Partners

Each week Brad Giles talks with the world’s leading thinkers, planners and doers who are helping to build great companies in their own way.

We learn how the work they’re doing is creating an impact and get to know a little bit more about them, and what makes them tick.

Each week Brad Giles talks with the world’s leading thinkers, planners and doers who are helping to build great companies in their own way.
We learn how the work they’re doing is creating an impact and get to know a little bit more about them, and what makes them tick.