Customer Service Management

Steve Simpson has two broad areas of expertise that he shares with conference delegates. One of his talents lies in helping teams gain advantage from outstanding customer service – assisting organisations to go beyond the traditional customer service marketing clichés to a point where a genuine commitment to service becomes part of the fabric of the organisation.

Another unique talent of Steve’s centres on his ability to help leaders craft workplace cultures that create distinct and lasting competitive advantage. Typically, Steve will share his insights through the lens of UGRs (unwritten ground rules) concept that has been acclaimed as a breakthrough in understanding and improving workplace cultures. Just when you thought every leadership concept had been identified in the management world! The management of UGRs and organisational culture is THE leadership imperative of this era.

Dynamic international speaker and author, Steve Simpson, has a distinct and powerful service message. With his focus on the practical, organisations in Australia, Asia and the US have profited from Steve’s unique insights that help create competitive advantage.

Rated in the top 10 speakers at the World Conference on Customer Service Management in Orlando, Florida in November 2000 – the world’s largest customer service event - Steve was the only Australian featuring at the 2002 World Conference.

Steve connects with people. His down-to-earth and humorous approach has enthralled many who have retained Steve for multiple appearances. He was an invited member of an international research team studying Standards of World Class Customer Care, organised through the US based Society of Consumer Affairs Professionals. He is a Past Chapter President of the Australian Customer Service Association, has been an evaluator in the Australian Customer Service Awards and was recently a judge in the Australian Customer Service Council Awards. He was the Customer Service Consultant to the 8th World Swimming Championships.

Presentation Topics Include

• UGRs - Creating a Culture of Service
• Service Into Profit
• Why Customer Feedback Strategies Don’t Work
• The Secrets Behind Service Gold Medal Winners
• Customer Service - Beyond the Superficial
• Profit from Reduced Customer Expectations
• Creating Genuine Customer Loyalty

Testimonials

UNBELIEVABLY GOOD++++ One of the most skilled facilitators I have ever seen.  Kind, caring, clever, funny and engaging.
Royal Australian College of Surgeons 

Steve delivered a very good presentation including group activities that were made relevant to our conference’s theme and audience.
University of Melbourne

Steve’s simple yet effective keynote on leading cultural change was exactly what we needed to help our leadership team take control of the UGRs and culture in their workplace.  Very interesting, knowledgeable and humorous keynote.
National Vet Care

Went exactly the way we wanted it to be.
Philip Morris Australia

Steve’s presentation was highly engaging and the contact fitted perfectly with our conference theme and discussions. 
APCO Service Stations

Steve brought home the need for businesses of all sizes and types to get their culture right….and the consequences if they don’t.
Australasian Association of Convenience Stores

Steve’s style of presentation was easy to follow and relate.  He engaged the audience to participate and linked three concepts into the one presentation seamlessly and logically.
Enterprise Geelong

Inclusive speaker who engages audience
Geelong Business Club

Steve was very thought provoking and challenged the team to develop our own concepts on culture.
The Body Shop Australia

In the 1980s it was ‘Situational Leadership’ with Ken Blanchard. In the 1990s it was ‘Body Language’ with Alan Pease. In the 2000s it was ‘Good to Great’ with Jim Collins. Now it’s the time for Steve Simpson and UGRs. 
CEO Kmart Australia Limited

I have no hesitation in ranking Steve Simpson as one of the best public speakers that I have ever encountered. His recent presentation on “Unwritten Ground Rules” at the Australian Institute of Building Surveyor’s state conference was nothing short of excellent. His content was easy to understand, relevant and at times humorous. Further, his presentation skills kept the audience completely captivated and focused on the message being conveyed for the whole hour. I certainly hope that I get to experience another one of Steve’s presentations in the not too distant future.
City of Mandurah, WA

If you are a leader or manager in your organisation and can't work out why your visions and missions are not being achieved, I suggest you get to know and understand your UGRs fast - how? - attend one of Steve Simpson's seminars as soon as you can.
Wyndham City Council, Victoria

“Excellent seminar, one of the best I've attended in some time – recommended to all managers."
Epson

“It was my pleasure to be at your seminar yesterday, and I thank you for the opportunity to meet you and listen to you speak, and of course pick your brains for a bit afterwards. Thank you again for the wonderful opportunity to meet you and hear you speak so passionately about something I live for also, caring for our customers, and trying to get others to feel the same passion."
Kodak

“I would like to thank you for your remarkable performance as the final speaker in our ‘Leading in The New Millennium’ seminar. The content was superb, and exceptionally well received. I am not sure if you were aware of it, but you were the only speaker to achieve a spontaneous round of applause from the 1,000 delegates.  I have received very positive feedback about the whole day, and can say that your segment was universally popular. I especially appreciate your success in raising the energy of the audience late in the day, and for using humour so effectively. Thank you once again for your contribution – it was a great pleasure to see you working with a large audience at first hand, and I gained a great deal from your segment myself."
Andrew Publishing House

“Stephen Simpson demonstrates an unexpected wit that not only enlivens his presentations but creates an air that his broad research has been tested in the harsh light of reality. He is a thinker who is both contemporary and street-wise -- an unbeatable combination for a successful public speaker."
Subaru America

“I recently attended the SOCAP international conference, at which Steve Simpson was a speaker.  Mr. Simpson spoke on “Creating a Pervasive Service Culture", a relevant and timely subject.  Mr. Simpson was an engaging and “fun" speaker, and held his audience for close to two hours, allowing plenty of time for questions and comments as well.  He knew his subject well, and tailored the presentation to his audience, most of whom were from the Consumer Affairs industry. I recommend Mr. Simpson as a speaker, and would not hesitate to see him again, or to invite him to speak at a conference or seminar".
Coca Cola Bottling Company

“I have no hesitation in ranking Steve Simpson as one of the best public speakers that I have ever encountered. His recent presentation on “Unwritten Ground Rules" at the Australian Institute of Building Surveyor’s state conference was nothing short of excellent. His content was easy to understand, relevant and at times humorous. Further, his presentation skills kept the audience completely captivated and focused on the message being conveyed for the whole hour. I certainly hope that I get to experience another one of Steve’s presentations in the not too distant future."
City of Mandurah, WA

“Your presentation at the Conference was the highlight of the presentations in my view. The material was well researched and your presentation was excellent. You were able to capture the audience for the whole of your presentation. Well done."
Pine Rivers Shire Council, Queensland

“I've seen a lot of presenters at a lot of conferences - but few with the skills, the humour and the engaging cheek of Steve Simpson". 
TOLL IPEC

“Steve would have to be one of the most energetic and motivational speakers I have encountered. Not only is his subject matter relevant, delightfully insightful, incredibly well researched and fresh, his delivery is second to none. I can't wait to start working on our own UGRs™. Thanks Steve."
Draeger Safety Pacific Pty Ltd

“What an inspiration! I am already preparing a presentation for my Management Team to introduce them to some of your ideas with serious revolution in mind.“
Latrobe City Council

“You've renewed my enthusiasm and I can't wait to get back to implement many of the suggestions made at the seminar. You have a unique speaking style, which I thoroughly enjoyed. You involve the audience and made us believe anything is possible and that we can each make a huge difference in our own way. You're clearly passionate about your subject and your enjoyment is palpable. Thanks for sharing that with us".
Ansell

“Steve Simpson is a motivating, energetic, knowledgeable speaker who provided a very different slant on the usual topics with his UGR concept.  I thoroughly enjoyed his presentation and have begun to focus on instilling positive UGRs with my team!" 
Boral Plasterboard

“Steve Simpson's presentation was great! Simple, easy to understand and was immediately able to decide how to assimilate into my work environment. Couldn't wait to buy the book and video on UGRs! Can't wait to share them with my team!"
City West Water

“He was brilliant and we want him to keep him"
Kmart

A brilliant presenter, who engaged the audience from the off. His riveting ideas on service and corporate culture were presented in a clear yet original fashion. The audience bought into the concepts swiftly and I came away determined to improve not only what I do but also the way my organisation interacts with its people and customers.
Royal Bank of Scotland

Just when you thought every leadership concept had been identified in the management world! The management of UGRs and organisational culture is THE leadership imperative of this era. Steve Simpson's presentation was practical, entertaining and inspiring; identifying the foundation of successful leadership in a style and language that is appealing to all levels of the organisation. My staff and I found it extremely valuable. 
CEO Holy Spirit Home

Given the over crowded room and the under performance of the room air conditioning, the prevailing atmosphere must have presented a challenge to engage your audience. However, you pulled off the presentation with aplomb. I congratulate you on your active and engaging style and your ability to grab the audience right from the start and hold them with you to the end of your presentation. Personally, I found your talk informative and insightful, yet presented in such a way that experience was a lot of fun. Thank you again and I wish you all the success in the future.
Queensland Health

I've rarely taken so much away with me as I did from my first sighting of Steve Simpson. Fresh ideas, supported with robust research and delivered in a very natural, involving and energetic style. A real Customer Service Pro! 
Boots The Chemists Limited