Monique Richardson

Monique Richardson, author of "They Serve Like We Lead – How To Take Care Of Your People So They Take Care Of Your Customers" is a service leadership and customer service expert. Monique is a highly sought after global speaker and trainer who is obsessed with transforming customer service cultures through a service leadership driven approach.

Monique Richardson is an opinion columnist for the CEOWORLD magazine. Connect with her through LinkedIn.

Education and Career

The difference between Servant vs Service Leadership and why it matters

Education and CareerMonique Richardson

Servant leadership is a timeless concept that has been around for decades. It is a leadership philosophy in which the leader’s goal is to serve first. Robert K. Greenleaf is regarded as the founder of modern-day servant leadership and coined the term in his 1970 essay, The Servant as Leader....

Tech and Innovation

How To Fix A Broken Customer Service Culture

Tech and InnovationMonique Richardson

Poor customer service can have a significant impact on businesses, resulting in an estimated annual loss of $75 billion dollars. One of the critical factors contributing to poor customer service is a broken customer service culture within an organisation. A broken culture lacks customer focus and customer-centric thinking, leading to...

Special Reports

How to create a service culture that lasts

Special ReportsMonique Richardson

There are many ways to keep reinforcing knowledge shared during training and orientation. Creating a service culture is a long-term commitment driven by caring and focused service leaders. Try these practical ideas to keep customer service alive. Start all meetings with a customer focus Start every single meeting in every...

CEO Insights

How To Shift Negativity In The Workplace

CEO InsightsMonique Richardson

I am often asked by leaders how to manage constant negativity from their teams. I have been fascinated with positive thinking since reading the book ‘Learned Optimism’ by Martin Seligman, positive psychology’s founding father, who argues that we can cultivate a positive outlook and perspective. Seligman (2006) explored the beneficial impacts of...

CEO Journal

Is It Time to Lose “Hey Guys?” – Gender Pronouns and Customer Service

CEO JournalMonique Richardson

I recently had a conversation with a brilliant Customer Service and Accessibility Manager who I work with on an ongoing basis regarding the diversity content in our training programs. This was followed by a weekend away to celebrate our wedding anniversary and with heightened awareness, became acutely aware of how...

Tech and Innovation

How To Support A Grieving Customer

Tech and InnovationMonique Richardson

The events of this past week have triggered many conversations around grief and people’s very unique and personal reactions. Remaining non-judgemental and accepting people will respond differently is critical. How we support those that are grieving be it in work or in our personal lives, is vitally important. I was...

Special Reports

Are we still blaming the pandemic for poor customer service?

Special ReportsMonique Richardson

There is ongoing tension right now in the world of customer service. Customers rightly have expectations they will receive the goods or services they have purchased or been promised, yet labour shortages are impacting service delivery. According to recent Treasury data 12 percent of the labour force are staying home...

Success and Leadership

8 ways to be a great customer during COVID

Success and LeadershipMonique Richardson

For anyone that has ever worked in customer service, you would know there are certain behaviours that are greatly welcomed from customers that can help to make your job easier or even make your day. During this ever changing and challenging time, the ability to be a great customer and...