Paul is now a professional musician playing in a successfully represented band with SPHERE Organisation.Paul is also still interested in helping companies improve their customer service/experience delivery, particularly in the current environment we are in. Paul has held critical roles including Head of Service Experience at Westpac Group. In this role he was personally responsible for the management of CEO Gail Kelly, key Group Executives, Chairman and Board of Directors customer complaints and concerns from 2002, including St George Bank to 2013.Paul has held more recent roles including Head of Service Experience with SocietyOne and also assisted News Corp and other companies to create their Service Delivery Charter for their Contact and Business Centres.Paul is a passionate keynote speaker and service culture change specialist and is available to assist companies to advance their service delivery and deal better with difficult customer situations.Paul is passionate about driving great customer service and is a highly regarded keynote speaker. Paul can also implement a service charter program which involves the establishment of a full sales and service commitment. This programme had assisted successful cultural change throughout key areas of the Westpac Group, News Corp and SocietyOne.Paul believes there is real power in connecting emotionally withcustomers/people and has extensive experience in customer sales and service delivery. He has gained invaluable insights into customer and employee thinking as a result of dealing with serious customer sales and service failure along with various focussed analysis of the overall customer experience. He tells it like it is and is a very compelling story teller.Paul’s style is highly interactive, engaging and his experience is delivered with real passion.As a keynote speaker, Paul’s presentations focuses on the importance of establishing an emotional connection with people first. This involves understanding the importance of applying key skills which are often overlooked.Paul believes that a critical part of delivering a consistent great service experience is how we manage customer concerns and how we improve and change our attitudes along with the associated processes that failed regarding the poor feedback.The real measure of any company is how well it solves its customer problems and makes the important changes to improve.