Podcast

Building the best customer service culture for your business

Could your customer service culture use a boost? Monique Richardson is the author of They Serve Like We Lead and a service expert who has spent decades helping businesses big and small deliver exemplary customer service.

On this episode, Monique reveals the alarming increase in customer abuse and aggression since COVID and shares the importance of having clearly defined policies to address it. She also discusses how organisations can improve their service levels and the practical application of servant leadership to drive success. We touch on the role of service leaders in organisations, the importance of making customer service a part of the culture, and how to recognise and motivate team members to deliver excellent customer service.

Tune in to get valuable insights on how to improve your organisation’s customer service and leadership.

Topics covered in this podcast episode:

1: Handling customer aggression
– 400% increase in customer abuse/aggression during and since COVID.
– Clearly defined unacceptable customer conduct policy should be in place and communicated to customers and team members.
– Safety and wellbeing of team members should be the top priority, and they should never be left wondering what to do.
– Induction training in an organisation should include an element of customer service.

2: Improving service levels in organisations
– Mediocre service needs to be examined to understand why it is happening.
– Poor service can be caused by factors such as lack of technology, training, standards or behaviours.
– Understanding the reasons for low service levels and identifying solutions to elevate the service experience.
– The servant leadership philosophy – serving first and leading second.
– Organisations that have adopted servant leadership have shown profitability and business success.
– The practical application of servant leadership can have positive impacts on people, organisations, culture and customer experience.

3: Characteristics of successful service leaders
– The importance of self-awareness and the ability to identify strengths and weaknesses.
– Service leadership involves both mindset and skills such as coaching, recognising good work and providing feedback.
– Leading by example is a crucial aspect of their leadership style and they have clear standards and expectations for their team.
– Great service leaders are highly visible and provide coaching, feedback, recognition and reinforcement to their team.
– Leaders should provide training and development opportunities, such as interpersonal skills or managing difficult customer behaviour.

4: Integrating customer service into organisational culture
– Customer service should be integrated into daily team meetings and catch-ups, rather than being a one-off topic.
– A culture of taking care of customers and employees is key to success.
– The commitment to excellence and a focus on customers and employees must be unrelenting every single day to achieve desired outcomes.
– The importance of collecting compliments and sharing positive feedback with the team to recognise good work and boost motivation.
– Encouraging teams to share their own ideas on how to improve the customer experience, especially those on the front line who interact directly with customers.

Episode notes

  • [02:09] High tech, high touch plus empathy – the customer service holy grail.
  • [04:17] Why leadership’s impact on customer experience is crucial.
  • [07:12] Practical roadmap for service leaders’ and team improvement.
  • [11:14] Customer service audit tips – analysing problems and pain points.
  • [14:29] Complaint handling tips to improve your team’s confidence.
  • [16:16] Increasing customer aggression since pandemic – keeping staff safe.
  • [22:05] Improving customer service – capture complaints, share compliments.
  • [23:53] The power of servant leadership – serving first, leading second.
  • [26:34] Building a customer-first culture into day-to-day business.

Click here for full episode transcript.

Host: Cec Busby
Producer: Mikey Marren
Guest: Monique Richardson – visit Monique’s website or purchase her book.


Listen to the latest episode of the Flying Solo podcast now:

 Apple Podcasts - Flying Solo podcast Listen on Google Podcasts Listen on Spotify badge

More Episodes

vesna hrsto podcast record From burnout to balance: Strategies for wellbeing

Vesna Hrsto is a dedicated naturopath and wellbeing expert who has overcome burnout in her own business to continue helping others with their health and wellness. From a young age, she knew that she wanted to pursue a career in natural medicine and has been committed to her passion ever since. Her experience with burnout… Read more »

trevor henselwood podcast Elevating awareness: Small business marketing strategies

Trevor Henselwood started his career in Canadian Broadcasting before moving to Australia to explore the digital space. As the head of growth at WebSavvy, Trevor has played a vital role in helping numerous eCommerce brands thrive, including some of the nation’s most beloved businesses. In this podcast Trevor explores the complexities of awareness marketing, offering… Read more »

Olivia Jenkins TikTok marketing: eComm strategies for business

With a background rooted in a family skincare business, Olivia Jenkins brings over a decade of experience navigating the industry’s ups and downs. From mastering the art of tenacity to juggling a career, pregnancy, and education, Olivia’s journey is one of resilience and determination. She joins us on Flying Solo to share her top learnings… Read more »

Here’s why you need to upgrade your Flying Solo membership pronto!

  • Share your business journey in an exclusive member profile
  • Get free lifetime access to our Going It Alone digital course
  • Participate in members-only events and experiences
  • Boost your business’ visibility with a Directory listing

$149.95 + GST
Billed annually
  • Andrew Caska

    Caska IP Patent Attorneys

    'Flying Solo opened up so many doors for us - I honestly don't know where I'd be without it"