Overview

Leadership has the single biggest impact on customer experience. Does your team take care of your customers as well as you would like? Does the team feel you care about them as much as you do for your customers? Customer and employee experience are inextricably linked, and this book emphasises the importance of both. Monique Richardson draws on decades of experience and examples of exceptional service-driven leaders and organisations across all sectors to show that caring for your people is at the heart of all service leadership. Happy customers are the result of a happy team. This book is full of practical ideas and actions that are a roadmap for you to become an exceptional service leader. If you're ready to elevate the customer and employee experience in your organisation, then this is the book for you. Valuable insights will help you improve your team's performance, create happy customers and ultimately drive business success.

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9780645792706

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Reviews

A great customer service strategy starts on the inside with your employees. This book is a must read for every leader in customer service. Shep Hyken, New York Times bestselling author of The Amazement Revolution They Serve Like We Lead is a must-read for any leader looking to improve their effectiveness as a leader while inspiring the best in their team. Monique has structured the book in a way that inspires both learning and action. Her superb and accessible writing style makes this both an entertaining and impactful read. Being fortunate enough to know Monique as well as I do, I know that this book is a true reflection of how Monique shows up every day in her own life. You will be thankful to have this book in your arsenal. Christine Churchill Burke, Founder & CEO, Customer Service Institute of America They Serve Like We Lead is not merely an informative book on how to engage, empower and develop your organisation, leaders and team. Monique's anecdotal writing style embraces humour, incredible knowledge, underpinned by her undeniable love and compassion for all people. Her genuine value of people makes this an outstanding book as it ensures the reader reflects on the importance of validation, care and support for employees. Monique has humanised a leadership book. Ernie Merrick OAM, Chief Football Officer, Football Australia Monique Richardson has put together what I consider to be mandatory reading for any leader in the customer service industry. Monique takes you by the hand and guides you through how to be a strong service leader - from understanding what service leadership is, to implementing it within your business and most importantly why you need to do so. The chapter summaries are thought-provoking and profound. I am incredibly inspired to commit to the list of actions I have made to ensure that I can be the best version of myself and to serve our teams so they can serve our customers. Cassandra Byrne, Customer Experience Manager, Hickinbotham Group

Author Information

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.

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