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Achieving great customer service.


Jillian Mercer (BA, BEd, MEd) has her own consulting company that specialises in all aspects of customer focus, facilitation of groups to accelerated consensus, and independent review of service policies and processes.

Using the framework of her Nine Rules of Great Customer Service, Jillian works with businesses in the private and public sectors assisting them to gain customer feedback which provides actionable input, rather than 'satisfaction' surveys. She conducts customer focus sessions using her unique Voice of the Customer methodology - based on her fifth rule of service: consulting with customers to drive business decisions.

Jillian conducts master class series throughout Asia on key and contemporary issues of customer focus, including for large private and public sector organisations with global reach and influence.

Current work

Jillian runs Australia's most comprehensive customer complaints data and information exchange site, receiving customer complaints and harvesting them for data relevant to the Nine Rules of Great Customer Service.

Previous experience

Features: Jillian is an expert on customer service, often quoted in such publications as Business Review Weekly, the Financial Review BOSS Magazine, the Herald Sun, the Sydney Daily Telegraph, SOCAP Magazine (Society of Consumer Affairs Professionals), as well as other newspapers, and was recently interviewed on A Current Affair for her views on based service and skillful complaints-handling.

Author: Jillian is the author of How May I Help You? Great Customer Service for Small Business, the immediate past National President of the Australian Customer Service Association, one of five judges for the Gold Awards of the Australian Organization for Quality, and a past site evaluator for the Australian Customer Service Awards.

Jillian was extremely professional, personable and a very informative and entertaining presenter. I have had nothing but positive feed back from her talk. Jillian's ability to tailor her presentation for her audience made it outstanding! I couldn't recommend her highly enough to other companies, she is fantastic. Mark Thompson L'Oreal
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