Hi, I'm Michelle





Michelle Pascoe, (CSP), Keynote Speaker, trainer, researcher, author and podcaster

Since 1994 Michelle has spent hundreds of hours delivering insights, retention strategies and leadership programs all while founding one of Australia’s most respected training company’s, Optimum Operating Procedures and Services (OOPS). Providing mystery shopping, service benchmarking, focus groups, competitor audits, specialised leadership programs and customer service and engagement frontline training.

Over the past two decades Michelle has presented in Australia and internationally to a variety of industries, focusing upon Connecting Generations through Customer Service, Leadership – moving from Buddy to Boss and Women in Business. Michelle is a Certified Speaking Professional (CSP) and is the PSA Australian Representative of the Global Speakers Federation.

When it comes to training it is clear that ultimately setting non-negotiable service standards within your business is the key to igniting the potential and engaging an intergenerational team.  Michelle’s training courses focus upon professional and personal development, presented onsite and online.

Igniting Potential the title of Michelle’s first book has established her as a recognised author; leading her to deliver her second book The VIP Principle widely accepted and regarded as an amazing resource to those in the hospitality, gaming and casino industry.

Working with many of the top Registered Clubs within Australia collectively presenting, coaching and mentoring, Michelle is known for her adaptability on and off the stage, consultative approach, extensive customer service experience and specialised knowledge.

After attending one of Michelle’s  presentations you will walk away feeling  inspired, educated and equipped to deliver outstanding customer service to your customers and team – The VIP Experience!