Paul Kelly Book as a speaker/entertainer for your next event
Key Points for Paul Kelly
- Paul Kelly has had extensive experience in management and resolution of customer complaints and concerns for one of Australia’s largest Banks working with CEO Gail Kelly and her Group Executive Team for 12 years. During this period Paul also successfully developed numerous customer improvement programs with key delivery businesses across the group.
- Paul Kelly has also more recently worked with News Corp and SocietyOne to establish full Service Delivery Charters and culture change with their key service delivery channels.
- Paul Kelly is a very successful key note speaker at various conferences across Australia.
Topics for Paul Kelly
- Customer advocacy
- Complaint management
- Culture change
- Management performance
Testimonials for Paul Kelly
Paul, thank you for all you have done in St George Bank and Westpac Group.
Paul was engaged to develop a Customer Advocacy Program. We have learnt much from his insights and experience. This work defined our Service, Sales and Leadership disciplines. This program positions us well for the future.
News Corp Australia
Thanks Paul for all your passion, determination and hard work for our people and customers. You have been instrumental in our success and will always be part of The Society.
Paul, you have been a wonderful role model for Westpac values and you made a huge difference to making us a customer centric organisation.
Paul has a back to basics approach to great service and customer centric behaviours. His messages resonated strongly and we have included this model as part of our 'Be the Magic' programme.
Our teams are telling us that they have been making simple changes in their actions and behaviour from this program to turn a negative customer experience into a positive one.
Paul, your knowledge, enthusiasm and passion show strongly. Your delivery to our Senior Leadership Team was full of energy, straight to the point and extremely effective. We all enjoyed the morning with you and walked away with new techniques and much learnt.
Looking forward to continuing the relationship.
Just a short note - I was up in Rockhampton earlier this week and spent some time with the C&AB folk. Just thought I'd let you know that they attributed their improved advocacy scores to you (you obviously made an impact). Thanks a lot for supporting our business.
Senior State Executive
I think that your energy, drive and passion for the right outcome for the customer is fantastic. Your presentations and interactions around customer experience was superb. You ensured that everyone felt accountable for dealing with the customer effectively and by getting the right outcome for the customer. You are a great role model!
Paul was an instant hit. His refreshing approach in delivering the presentation and the passion he demonstrates was infectious and each and every person who attended the sessions were blown away. In my 10 years with the Bank, most of it within this business, I have never seen an impact such as this; staff are still discussing the impact these sessions had on them.
Westpac Group Customer Mortgages
Paul is a highly professional, engaging, passionate and effective leader of change. The story telling style had real heart string connectivity with our diverse team which has delivered a demonstrable change in our approach to serving customers, noticeably assisted KPI improvement driving employee engagement and encouraged conversations between bankers and operations to review what service we provide and how this feels to our customers. We have changed the way we speak to partners and customers… [and established a] Reward framework.
State Manager Westpac
Paul is a rock star when it comes to presenting on customer service. He really helped my team improve with NPS
Senior State Executive
Queensland Retail Banking