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.
On this episode of the active CEO Podcast, we are blessed to hear a compelling insight into the incredible life of Liza Pavlakos, from being physically and sexually abused, raped, homeless, kidnapped, tortured and human trafficked, to leading highly successful businesses and becoming an acclaimed international speaker, with limited high school education and no business training. We discuss overcoming and coping with adversity, starting a business with no education or business education, selling the service before the product, treating everyone as human beings, being proud to talk about your adversities, first knowing your ‘why’ before you know your ‘how’, and how she leads an active CEO lifestyle. This is one episode of the active CEO Podcast that you do not want to miss.
Background
Liza Pavlakos is a beautiful lady who has emerged from the depths of misery, frustration of powerlessness, humiliation of sexual and physical abuse, heartache of abduction, loneliness as a homeless teenager, hopelessness of being human trafficked and hardships of poverty, to rise up and lead a highly successful life as a businesswomen and international motivational speaker.
Her grit and determination to turn around her life, overcome adversity, understand life is worth living, be exceptional and become a successful entrepreneur, has led her to inspiring and motivating many people around the world.
She broke through barriers and bounded over obstacles, as a young self-taught entrepreneur and philanthropist, to transform Minibar Piccolo into a popular Melbourne café, successfully grow Finest Alterations from a struggling business to a thriving profitable five-outlet franchise, and at the age of 23, plan and stage the Miss India International Pageant generating $100,000 in ticket sales.
This remarkable woman inspires hope, empowers audiences, energises people and transforms lives with her moving story, beautiful soul, lasting imprint and infectious optimism. She shares her story and message around the globe through the Liza Pavlakos Foundation, www.lizapavlakos.com and with global companies such as CNN, Ritz Carlton, PWC, Qatar Airways, Colonial and ANZ.
Liza talks about:
Being exceptional about the way we think about the situations that be fall us and being the best version of yourself that you can be.
How we choose to handle adversities, is what defines us.
Being physically and sexually abused from the age of six by her uncle and cousin, who she really loved and trusted.
Feeling unheard at the age of 15 she developed depression, which led to an addiction to suicide and running away from home at the age of 17.
From a very sheltered Malaysian Islamic background, to being homeless and alone on the streets of Melbourne in Australia.
Being kidnapped by a stranger while walking home from school, to a destination she did not recognize and tortured for 8 hours till she was a knife edge away from death as she was given her last rights.
Feeling the heartbeat of her first child made her feel that she was loved, that she had a sense of purpose and to be the best version of myself.
Coming up with her first business idea that resulted in a $100,000 profit, Miss India International beauty pageant, with zero start up and a baby in her hand.
Empowering women and girls that have been abused themselves, but who weren’t able to articulate it or come out in the open.
Feeling the calmness come over you when tragedy is about to strike you
An Uber ride in the Middle East with her cameraman and assistant that led to being held at a prison and the uncovering of a human trafficking ring of over 350 people who had been gagged, murdered and burnt as military intelligence saved their lives.
Suffering and coping with Post-traumatic stress syndrome, and now having the courage to make change and talk about it. .
Having to ask customers how to make a Latte during her first days at Minibar Piccolo.
The product should always be good, but it is always selling the service first before the product.
Treating everyone as human beings as everyone has a story.
Treating everyone who works with her as family members and they all will have a vested interest in the business.
Staying calm, relaxed and focused on the person or people who need you to be strong, during moments of vulnerability.
Seeing people from the eyes of love, forgiveness, empathy and understanding that it makes the world of difference.
Know your “why” and then you will know your “how”.
The purpose of the Liza Pavlakos Foundation.
Teaching her children that they don’t need to shy away from anything and they don’t have to worry how people perceive them.
Waking up in the morning, preparing food for dinner, going to the gym, doing something for her, listening to music and reading books.
When travelling she always ensures that she has arranged a trainer ahead of time.
Her soon to be released book – Voiceless No More
Active CEO Wellness Tip
Ben and Craig discuss the importance of getting active in the workplace. Extended periods of time spent sitting can result in chronic back pain, cardiovascular disease, muscle deterioration, decreased productivity and even poor mental health. It supports a sedentary lifestyle that could also lead to weight gain, poor cardiovascular health, weakened muscles, stiff joints, and even diabetes.
Tweets
“The adversities are the very thing that makes them beautiful, that make them unique, that make them resilient, that make them strong.” Overcoming adversity with Liza Pavlakos on the active CEO Podcast.
“I am proof that a person can prevail against seemingly insurmountable circumstances if they have perseverance and the right mindset.” Liza Pavlakos on being consistent in the pursuit of her dream, on the active CEO Podcast.
#15 – Michael Sewards (SkyBus) – All Aboard the SkyBus Link #14 – Jamin Heppell & Jen Ziegner (Mountains & Marathons) – Leading From the Mountain Tops Link #13 – Chris Dean (Choice Energy) – Disrupting the Energy Spectrum link #12 – Kate Palmer (Sport Australia) – Changing the Game link #11 – Tim Cosulich (Fratelli Cosulich Group) – Navigating the Global Family Business link #10 – Dr Ndidi Nnoli-Edozien (Rising Tide Africa) – Magic Happens Outside the Comfort Zone link #9 – Mike DeNoma (KBZ Bank) Part #2 – Creating an Earthquake link #8 – Mike DeNoma (KBZ Bank) Part #1 – Your Strengths are What Energise You link #7 – Trina Gordon (Boyden World Corporation) – Recruiting World Leaders link #6 – Indiran Padayachee (RentCorp) – Winning Only Matters link #5 – Suzie Hoitink (Clear Complexions) – Enemy of a Great Life is a Good One link #4 – Rene Zondag (PBI) – People Are Our Greatest Asset link #3 – Anne Gripper (NSW Office of Sport) – 6 C’s of Leadership link #2 – active CEO Intro (NRG2Perform) Part 2 link #1 – active CEO Intro (NRG2Perform) Part 1 link
Customer service is important to your business as it can help you increase customer loyalty, customer spend, quantity of purchases, positive word-of-mouth, and decrease buying barriers. Your ability treat customers with respect, follow up on feedback, handle complaints gracefully, understand their needs and wants, and exceed expectations is the key to a long and valuable relationship.
This is the third article of a four-part series focusing on how the fundamentals of customer service are crucial to staff interaction, stakeholder management and the growth of every staff member, including yourself. We cover the ability to persuade, resolve issues completely, continually learn, understand the types of customers, be courteous and follow up with customers. If you missed the first two articles you can click on the following links. Part #1 / Part #2.
13. Mastery of Persuasion
The ability to create compelling messages that leave your customers with no choice but to stay connected with your company is a valuable skill for you and your employees to have. This is a skill that will take your customer service to the next level, as it provides you with the tools to convince interested customers that your product or service is exactly what they need. Being able to subtly make it feel like it is the customer’s idea to purchase a product or service is the ultimate goal.
14. Closing Time
Finishing a conversation, either verbal or written, with a confirmed outcome and satisfaction should be the goal for every interaction with customers. Customers are looking for a resolution, so it is sacrificial to complete the conversation before all the problems are addressed. It is important to take the time to confirm that all issues the customer has, have been entirely addressed and resolved. Your ability and willingness to close effectively show the customer that you care about getting it right, willing to go the distance and that the customer determines whether it has been resolved or not.
15. Continuous Learning
Investing in your customer service skills is necessary to ensure that you are providing your customers with the service and support they deserve. Consistent improvement allows you to increase customer happiness ratings. Those who aren’t willing to develop their skills are likely to get left behind the people and businesses who make investing in learning a priority.
16. Know Thy Customer
There are five sales-orientated types of customers (livechat) that you are most likely to encounter:
Potential customer – they show some interest in your business, so needs nurturing (show them value) and welcoming (let them know you are there to answer any questions) before they make a buying decision. The new
New customer – they just bought something from you, is still learning from you, and will need your help to guide them to success with the product or service through a clear user on-boarding process.
Impulsive customer – they can make a buying decision quickly, so it is important to reduce any potential boundaries, and ensure that help is quick, clear and concise.
Discount customer – they love a bargain, will never buy at full price, and therefore require further information and added value before they purchase, otherwise they may quickly switch to a competing business.
Loyalty customer – they keep coming back for more, are perfect ambassadors and help you grow through word-of-mouth, so it is important to provide them a platform to spread the word and keep them excited about your product and business.
17. Courteous
Treating your customers with respect and patience will take you along way. Greet your customers as they come through the door, use their name regularly, keep them informed if there is a delay, check in with them while they are purchasing and know your products inside-out. If there is a problem, make sure that you give them the time to express their issue and concerns, ask questions to gain greater understanding and be empathetic to their situation is crucial.
18. The Follow Up
It is absolutely paramount that you follow-up with customers to ensure the solution has been successful and that they are continuing to use your product and business. Following up with customers will exceed their expectations and may lead to increased loyalty and purchases in the future.
The fourth and final part of the 4-part series on customer service will be available in the next NRG2Perform article. It will take a look at conflict resolution, the use of technology, measuring customer service and more.
Looking for More?
Keep up-to-date on the latest membership information, research and ideas by signing up the the NRGizer Newsletter. SIGN UP NOW
Are you looking for more insights and ideas? Then read the following inspiring and thought-provoking articles and podcasts:
Exceptional customer service has a profound affect on retaining customers and increasing your customer base.
Does your staff treat customers, colleagues and stakeholders with respect?
How effective is your staff at following up on feedback?
Are your complaints and returns handled gracefully?
What do exceeding customer expectations look like in your company?
Is going out of your way to help customers, colleagues and stakeholders part of your culture?
Have you checked whether all your staff understands your customers’ needs and wants?
This is the first article of a four-part series focusing on how the fundamentals of customer service are crucial to staff interaction, stakeholder management and the growth of every staff member, including yourself. Each article will cover six core components of customer service, that are pivotal to the success of your company or organisation.
1. Patience is the Virtue
Patience is not just about waiting for something; it is about your attitude and the way you wait. You don’t want to waste the customers time, but you need to take the time to allow them to express their concerns and for you to listen carefully so you can figure out what they are looking for. People want you to understand their needs and wants, and don’t like to be rushed out the door. It is important to remember that great service beats fast service every single time!
“Patience is not simply the ability to wait – it’s how we behave while we are waiting.”
JOYCE MEYER
2. Cool as a Cucumber
Have you got what it takes to stay cool, calm and collected, when it all gets a bit hairy and out of control? Having the ability to hold your nerve and remain composed when the conversation or situation gets a bit hectic is an invaluable skill. If you can take it up a notch and be able to influence, as well as stay calm, when the heat is on, you are in a powerful position when servicing customers. Whatever happens, you need to take it upon yourself to do whatever it takes to keep the peace and ensure the world doesn’t fall down around the customer.
“In the midst of movement and chaos, keep stillness inside of you.”
DEEPAK CHOPRA
3. Power of Positivity
The language you use when speaking with customers, has a major effect on how they perceive and hear your response. Using words such as can’t, won’t or unavailable are likely to have a negative on the customer’s views of the staff and the company or organization. Creating happy customers should be your number one goal. Be in control of your conversational patterns so the language you use creates positive perceptions. The tone of your language can have a noticeable effect on your ability to persuade and influence your customers.
“Life is all about perception. Positive versus negative. Whichever you choose will affect and more than likely reflect your outcomes.”
UNKNOWN
4. Ability to Read Customers
Being able to create a personal experience for your customers is an important part of making a long-term connection. With communication extending from visual, to listening and now even more common, written, you have to be effective in reading their current emotional state. You need to ask yourself, how well do I know the customer? If you misread a customer’s emotional state, your response, or lack-of, may lead to confusion and miscommunication. This essential skill requires you to look, listen and quickly comprehend subtle cues and clues about their current mood, personality, patience, and desired outcome.
“I never teach until I have spoken to the student. I have to first determine their emotional state, understand their background, find out what I have to do, how many layers I have to keep peeling off so that I get to the core of the person so that they can recognise, as well as I, what is there.”
ADOPTED – CUS D’AMATO
5. Attention
You have to be on your toes, as customers may not necessarily spell out what they are looking for, right from the start. Your ability to listen carefully and effectively is pivotal to providing exceptional service. Being mindful and attentive to what they are saying, the way they are saying it, when they are saying it and how they are saying it provides valuable information for deciding how to respond. You may need to ask questions that clarify what you think they have said or written, as you pay attention to customer interactions.
“When I think about great service, it’s about how you take every interaction you have with the customer and use that as a way to improve their perception of your organisation.”
JON HERSTEIN
6. Be Empathetic
Do you have the ability to understand and share the feelings of your customer? Empathy is an important character trait, which can be learned and developed over time. Your ability to emphathise with your customers and develop a message that leads to a positive outcome is an invaluable craft. Sometimes you wont be in a position to provide the news they are looking for, so you need to show compassion, understanding, care and concern when you speak with them.
“Empathy is about standing in someone else’s shoes, feeling with his or her heart, seeing with his or her eyes. Not only is empathy hard to outsource and automate, but it makes the world a better place.”
DANIEL PINK
Customer service wont develop on its own. It is constantly evolving as your company or organisation grows and develops. You need to be constantly enhancing both your customer service as well as the company or organisation you work with. What customer service improvement strategies are you employing?
Customer Service part 2 is now available with the Going the Extra Mile article. This article covers clear communication, using your acting skills, knowing your products, managing time, being ready for surprises and the tenacity to go above and beyond for your customers.
Looking for More?
Keep up-to-date on the latest membership information, research and ideas by signing up the the NRGizer Newsletter. SIGN UP NOW
Are you looking for more insights and ideas? Then read the following inspiring and thought-provoking articles and podcasts:
Exceptional customer service has a profound affect on retaining customers and increasing your customer base.