Monique Richardson
Monique Richardson is a leading speaker and expert in service leadership and customer service whose goal is to help transform customer service cultures through a service leadership driven approach. She works with organisations across the globe and is the author of 'Managing difficult customer behaviour: A practical guide for confident conversations' and 'They serve like we lead – how to take care of your people so they take care of your customers'.
From the author
How to handle aggressive customers
You need a clearly defined and documented formal unacceptable customer conduct policy to support your team and set clear...
Sep 28, 2023
How to deliver bad news to a customer in a positive way
If you are unable to deliver on what the customer wants, it is still important to empathise with them and apologise for ...
Nov 30, 2020
How to deliver bad news to a customer in a positive way
You may have to deliver bad news due to privacy, legal or policy reasons, stock availability, or an inability to provide...
Nov 12, 2020