216: Exploring Service Industry Challenges and Innovations: Insights from a Global Perspective with Michelle Pascoe

Navigating the Customer Experience

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Michelle Pascoe (CSP) is an international speaker, accredited trainer, researcher, author, podcaster and experienced businesswoman. She has an undeniable passion for customer service, mystery shopping and team motivation, and is a specialist in every aspect of service operations and processes and their impact on the customer experience.

In 1994, she founded one of Australia's most respected training companies, Optimum Operating Procedures and Services Pty Ltd (OOPS). Serving the hospitality industry for almost 30 years, OOPS is still a thriving provider of mystery shopping, service benchmarking, surveys and focus groups, competitor audits, team training and leadership development - including the highly successful Middle Management Movement program.

Michelle’s key focus on passion pertain to service delivery and the expectations of the 21st century customer, through mapping their journey, and she firmly believes that a feeling of belonging created throughout the experience is a key point of difference in creating the essential human connection.

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