Customer Support Leaders (Charlotte Ward)

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A little teaser for the new Customer Support Leaders podcast!

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Specials: Fireside 35

Jason Yun, co-founder of Relay, has a background in the medical profession, and had his interest piqued by my chat with Ethan a couple of weeks ago. Here, we move away from Emergency Care and into the comparison with Community Care. How do we set up our customers for success? 

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Specials: Fireside 36

Sam Semuhin is Customer Care Manager at Upflow. Today, she wanted to talk tools! We cover the pain, the overthinking, the money, the user experience… and everything!

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Specials: Fireside 37

Sophie Heller joins me from Outschool, which, as you might expect, experienced serious hypergrowth in the wake of COVID-19!  Sophie explores how those first days and months unfolded, and reflects on her feelings about the experience now.

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Specials: Fireside 38

Sam Semuhin returns today to talk about how we can empower our teams to achieve their best selves, deliver their best work, and hire the best!

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Specials: Fireside 39

Craig and I share similarly long tenures in Support - and may even have encountered each other in the wild at one point in the early 2000s! Today, we talk about the evolution of support channels.

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From The Archives: Specials: Fireside 11

Sandra Thompson comes to share her significant expertise on Emotional Intelligence and its importance in our ability to serve customers.

We break EI away from Empathy, and talk about some of the elements of EI. After we finished recording, Sandra also mentioned a workshop she runs using Riders and Elephants, a brilliant resource to help businesses build emotional intelligence. Sandra also mentioned Dr. Daniel Goleman and his insights on the topic of EI, which I highly recommend you check out. 

In passing, I also talked briefly about a notion of walking alongside our emotions that I'd heard in a TEDTalk, but couldn't recall this one. I found it. It is Susan David talking about Emotional Courage. 

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Specials: Fireside 40

Reagan Helms and I discuss what when you have experienced folks who do not want to step into leadership. How do you develop them in other ways once they bump up against the proverbial glass ceiling?

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Specials: Fireside 41

Andrew Ou is a UX Strategist/Designer and joins me to discuss the role UX plays in CX, and specifically in Customer Support. He also has a free guide for listeners, giving you 5 ways UX can help SaaS companies can increase revenue and profitability, which is something we all want to know!

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Two guests for the price of one today as Whitney Brittingham and Aakrit Prasad join me to discuss the relationship between Product Led Growth and Support Driven Growth.

Whitney has been in Support for over 8 years, and is currently the Director of Customer Success and Support at AptEdge, an enterprise software company backed by top VCs on a mission to transform customer support into a revenue driver for companies

Aakrit is the Co-Founder & CEO of AptEdge. Prior to that Aakrit was a product executive who previously led products & teams at early stage, growth stage, and public technology companies.

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Specials: Fireside 43

Vaishali Dialani is Head of Customer Experience at NOW Money, a fintech company with a unique customer base and on a mission to ensure everyone has instant access to financial services they can, and want, to use - no matter who they are, where they are from, or how much they earn.

Vaishali and I talk about the specific challenges in supporting these customers, and the most important commodity: trust.

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From The Archives: Specials: Fireside 13

Tadas Labudis comes on the show to talk about ticket tagging taxonomies and tactics! Then we wrap up the show but the conversation continued - so I’ve included the bonus tip, too!

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From The Archives: Specials: Fireside 14

Chris Taylor returns today, having recently taken on a new business function - Customer Success - and then we fangirl/fanboy on Jira a little!

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Specials: Fireside 44

Matt and I have no complaints. Plenty of other people do, though: customers! How do we deal with those complaining customers, whether we agree with them or not?

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From The Archives: Specials: Fireside 16

Valentina Thoerner is a Empress in the support world, and, having moved from a support lead role at Automattic, now heads up Product at Klaus. Her official title is "Empress of Product", hence the tiara (though she assures me the truth is the other way round). 

She describes herself thus: “At Klaus, I am the Empress of Product, moonlighting as Guardian of Remote. I am fascinated by the intersection between Product Strategy and Customer Conversation and how a close connection between Product, CX and the customers themselves can level up the entire culture of how these teams work together.”

Here, she and I spend some time chatting about the differences between Support and Product, and how we might bridge the gap.

Valentina joins me also in a love of remote work, so much that she even wrote a book!

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From The Archives: Week 64 Topic: Startup Support

Zeni Bandy returns to the podcast this week, to talk about tackling support in a startup environment. Her biggest piece of advice: “Get help!”

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Specials: Fireside 45

Val discusses using a personality type such as Gretchen Rubin’s Four Tendencies  to help you pull a team together, and work with each other. Also, here’s 101 things you didn’t know about Val!

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From The Archives: Week 66 Topic: The Perfect Support Email

Ethan Walfish is a former panelist (take a listen to our discussion on Support Leadership 2.0 back in episode 105), and joins me today to discuss that most convenient and most misused communication - email! How do we approach getting this ‘just right’. Ethan believes there are 6 distinct elements to the perfect email, and takes me through them step-by-step.

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From The Archives: Week 67 Topic: Managing Change

Lauren, a previous panelist, returns to the podcast for our first one-to-one chat, where we pick up our conversation on managing change. Lauren believes that providing training on this difficult aspect of leadership shouldn’t be a single course or workshop. 

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From The Archives: Week 67 Topic: Managing Change

Lauren joins me for two milestones: the 200th episode of the podcast, and my birthday! It’s always an interesting chat with Lauren, and her academic background in human genetics and social behaviours.  Here, she brings her expertise to bear in helping us manage change. Always hard, Lauren brings advice on making it easier.

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From The Archives: Specials: Fireside 17

Ethan explains how we can apply a scientific approach - semiotic theory - when trying to understand our customers context, and therefore meet them where they are.

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From The Archives: Specials: Fireside 25

What a conversation! Ash comes on the podcast to talk about job hunting in Customer Support Leadership, but we only get there via comparing consulting notes and his insulting the average British meat pie. Honestly.

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From The Archives: Specials: Fireside 26

According to “Zee” (if I could only say it), we’re doing CX wrong! Nicholas Zeisler joins again to tell us why we’re doing it wrong, and how to get it right. A man after my own heart, he says it hinges on the process! But how do you leverage process, prove ROI for your Customer Office, and truly develop a customer-centric culture? 

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From The Archives: Week 78 Topic: Knowledge Management

Aprill Allen, a Knowledge Management Consultant & KCS Specialist at Knowledge Bird, helps support teams stop being so overloaded with solving the same problems over and over, and start using their knowledge as the lever it really is. How do we even get started on our Knowledge Management journey in Support?

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From The Archives: Week 78 Topic: Knowledge Management

Cynthia Ng describes how GitLab approach all their knowledge with a ‘Handbook First’ ethos, and how their value of Transparency informs everything they do. 

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Specials: Fireside 46

Ethan and I discuss the relative merits of our favourite approaches to tagging support conversations. Neither of us is a fan of fluidity when it comes to this opportunity to carry Voice of Customer through into our organisations. Structure all the way!

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From The Archives: Week 78 Topic: Knowledge Management

Simone Secci rebuilt a knowledge base from scratch, banking on being able to show its value much further down the road. It worked! From zero to knowledge hero, Simone talks about his journey.

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From The Archives: Week 79 Topic: Building a Team from Scratch

Ashley returns to tell us how she prioritised early definition of ‘Operating Principles’ for her nascent team, and how they’re essentially still holding strong 4 years on.

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From The Archives: Week 79 Topic: Building a Team from Scratch

When is a full-time job not a full-time job? When it’s a two-person job! It’s been a while since Matt Dale built a team from scratch, but nonetheless, he returns to round out this week with his own wisdom and perspectives from further on in the journey.

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From The Archives: Week 1 Topic: Empathy in Support
 
 We round out this week’s topic with Ash Rhodes. How much weight should we place on empathy when we’re hiring for support? And Ash pulls some very funny faces (entirely for my benefit).

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Specials: Fireside 47

Austin Emser, CEO of Stylo, joins me for the first time to discuss the art of prioritising those tickets! We compare whether FIFO is enough, or whether you need to bring other factors and practices in to what tickets get worked on first, and how fast.

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From The Archives: Week 3 Topic: Awkward Conversations

Hilary Dudek needs to practice her poker face. (Also, although the title is “Awkward Conversations with Hilary Dudek”, this most definitely was not one.)

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From The Archives: Week 4 Topic: Personal Stories of Transitioning to Leadership

Natalie Ruhl had a dream….

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From The Archives: Week 5 Topic: Moving from Doing to Leading the Work

Matt Dale returns to talk about why you can’t expect to successfully do two jobs at once.

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From The Archives: Week 6 Topic: Metrics

Craig Stoss talks about stories, and the Source of All Truth.

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From The Archives: Week 7 Topic: Managing Performance Issues

Hilary Dudek tells me how she likes to coach for positive behaviours, rather than rely on metrics to measure performance.

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Specials: Fireside 48

Jason Yun, co-founder of Relay, returns to talk about the support that Support folk might need in the light of the recent spate of layoffs, at the worst time of year to be suddenly back on the job market.

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Specials: Fireside 49

Mike Redbord tells me how to show the actual value to the business in providing support to those users of your product or service who are on free or unpaid plans.

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Panel: Welcome back for 2024!

Welcome back to the podcast! After a full year off, we're all raring to kick off 2024 with a bunch of ideas and reflections. 
 
 Here, we get a bit meta at the start of the year. This panel brings back four of my favourite guests to talk about the podcast itself. What did they love about the first 249 shows? What would they like to see this year? How can we make this even more helpful for all the support folks listening - you!

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Matt Dale: Support Data

Matt Dale joins me today to talk about Support Data: when to get started (clue: now!), and how to make it understandable - and therefore useful - for the rest of the business.

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Andrew Rios: The Support Report

Andrew Rios is a Global Customer Support Leader.  He combines an energetic leadership style with a strong technical foundation and a deep understanding of Customer Experience/ Support and Engineering Operations.       

Andrew believes every Support leaders should develop their own “Support Report”. Have a listen to understand what this is, and how to get started. It all begins with an email!

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Ryan Klausner: The Difference Between What Customers Say And What Customers Do

Ryan returns to talk about understanding customer feedback in the context of (and often the contrast to!) how customers actually behave!

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Hilary Dudek: Finding Your Footing: Navigating the Emotional Journey of Career Transition

Both Hilary and I have been laid off multiple times. Here, we compare notes on how to handle those first few hours and days, before you even begin looking for your next role.

When the rug is pulled out from under you, where do you land? In this episode, Hilary unravels the emotional tapestry of unemployment, weaving through her personal narrative with honesty and vulnerability. This episode isn't just about the nuts and bolts of job hunting; it's a deep dive into the heart and soul of career transitions. Hilary opens up about the labyrinth of feelings that surface when you're laid off—the unexpected relief, the creeping panic, and the eventual steadying breath as you take stock of your resources. She underscores the importance of maintaining a perspective that is rooted in gratitude and self-assessment, rather than falling prey to the scarcity mindset that can so easily ensnare us during times of change.
 
 As we turn the page, I reflect on the transformative power of such career-defining moments, sharing my own journey of self-discovery and realignment. This part of our conversation is an invitation to listeners to pause and ponder their career aspirations, to write them down, and to resist the knee-jerk reaction to scramble for the next opportunity. Instead, we explore how aligning with our true self can illuminate the path forward. Even after you land a job, the journey isn't over. We talk about the importance of ongoing self-evaluation to ensure that personal and professional growth continue to go hand in hand. If you're looking for a companion through your own career upheaval, let this episode be your guide to finding your footing with grace and intention.

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Mastering Outage Management; with Lauren Rose Eimers

Imagine being at the helm of customer support when technology fails us—navigating the stormy seas of software outages is no small feat. That's why this episode has us sitting down with Lauren Rose Eimers, a sage in the art of crisis management, to share the secrets and strategies for thriving amidst system instabilities. We'll guide you through the nuances of pinpointing and recreating issues, equipping our development comrades with the essential intel to combat bugs and breakdowns. But it's not all tech talk; we also address the human element, acknowledging the strain on customer emotions and how to manage expectations when the digital world falters. 

As the dust settles on a system outage, the true work begins. Lauren and I traverse the less-charted territories of post-crisis communication—revealing how to nurture customer relationships and express gratitude to those unsung heroes in the frontline trenches. Discover the 'growth edges' that each challenge offers, enabling us to bolster our processes, procedures, and training. We moreover delve into the critical adjustments that fortify our defenses against future failures, touching upon the importance of code reviews and quality checks. And let's not forget the heart of our operations—the support team. Learn why their well-being post-crisis is paramount and how acknowledging their dedication can reinvigorate the entire crew. Join us for a candid conversation that's essential for every customer support leader.

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The Hidden Advantages of Less Local Remote Teams (or “Get Good at Calendars!”); with Alec Moloney

Unlock the secrets of thriving within a globally distributed team as Alec Moloney and I, Charlotte Ward, reveal the unexpected benefits and strategies for success from our experiences at Snowplow. Imagine the energy and innovation that stems from a melting pot of cultural backgrounds and time zones – that's what you'll discover in our latest podcast. Alec, all the way from Australia, joins me to share the vibrant mix of perspectives that fuel creativity and problem-solving in a remote work setting. We confront the complexities of communication across continents and discuss whether having fewer local teammates could actually be a hidden advantage.
 
 Navigating the remote work landscape requires more than just good WiFi – it demands smart, adaptive strategies to keep everyone connected and informed. Tune in as Alec and I tackle the art of flexible scheduling, rotating meeting times for fairness, and the crucial task of intellectual capital management, ensuring that no valuable insight or experience gets lost in the digital ether. Learn about the importance of establishing knowledge-sharing systems from the start, as we reflect on how to better navigate the shifting sands of roles and responsibilities. Join us for a discussion that's as diverse and dynamic as the distributed teams we're a part of.

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Debunking Benchmarks and the Real Power of Customer Feedback; with Ty Givens 

Join me and the insightful Ty Givens from CX Collective as we confront the common myths of benchmarking in customer support. Get ready to discover why pursuing industry standards might not be the golden ticket to enhancing your customer service game. With Ty's extensive experience, we delve into the importance of customizing your customer support to outshine the competition. We dissect examples such as response times and satisfaction scores to show that the benchmarks which work for some companies can be utterly irrelevant for others. By the end of our chat, you'll understand why creating internal goals based on your company's unique data and customer interactions is the key to delivering excellence in service.
 
As we continue our enlightening conversation, we switch gears to the power of feedback – the kind that numbers alone can't capture. Prepare to see the value in the stories and detailed experiences shared by customers, which often hold more weight than any statistic. We discuss how these narrative reviews can influence everything from recruiting to purchasing decisions, driving home the point that businesses need to listen intently to their audience. We explore how to harness this feedback to refine strategies, adapt to customer expectations, and truly embrace a customer-first approach. By the time you're done listening, you'll be equipped to shift your focus from chasing numbers to building a brand that resonates with people on a personal level.

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Have you ever wondered what sets exceptional customer support apart? Join me in a thought-provoking conversation with Sarah Caminiti, the Vice President of Customer Success at DNSimple. Together, they dissect the subtle yet pivotal practice of shedding assumptions to enhance customer interactions. Sarah, with her extensive background in support, illuminates the path to nurturing customer relationships with patience and empathy. We venture into the delicate balance of communication, refining the art of crafting email responses that empower rather than overwhelm. This dialogue promises to equip you with the strategies to elevate your customer's confidence and transform them into staunch advocates for your brand.
 
We also tackle the nuances that can make or break the support experience. Sarah shares cautionary tales and the wisdom gained from years of ensuring technical staff connect with customers on a human level. By rejecting the convenience of assumptions, we uncover the power of personalized service that resonates with the individual needs of each customer. Whether you're on the front lines or orchestrating the strategy behind them, this episode is an enlightening guide to fostering a culture of thoroughness and understanding that will redefine the way you perceive and execute customer success.

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Steer your team through the rollercoaster of change with wisdom from Neal Travis, Support & Admissions Manager at the Academy to Innovate HR (AIHR) and host of the Growth Support podcast. Neal is a seasoned leader in customer support, who joins me, Charlotte Ward, in unpacking the secrets of adaptive leadership. Discover how to not only navigate but also communicate the often turbulent waters of change, ensuring your team remains unified and forward-moving. Neal's expertise shines as we explore the different needs of team members and the importance of learning from each twist and turn. Uncover the delicate art of timing in information sharing and how transparency can transform uncertainty into a powerful team-building tool.

As we dissect the journey towards embracing paradigms like Knowledge-Centered Service (KCS), we shed light on the essential role of evolving together. This conversation is a trove of insights for any leader aiming to guide their team to new heights of achievement amidst the ever-changing landscape of team management. Tune in for a thought-provoking dialogue that promises not only to enlighten but also to prepare you for future goal-setting and the consequences of standing still. Join Neal and I as we lay down the roadmap for leading with clarity and adaptability in an era where change is the only constant.

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Revolutionizing Customer Support: All-Hands Support Delivery from across the Organisation; with Sarah Caminiti 

Get ready to revolutionize your perspective on customer support as Sarah Caminiti joins me, Charlotte Ward, to unveil the power of all-hands support. Imagine a workplace where the CEO and the newest developer alike roll up their sleeves to tackle daily customer queries. This is the reality at Sarah's company,  DNSimple, where fostering a deep understanding of customer needs across all team levels has led to a transformative support experience. We delve into the nuances of creating a knowledge-rich environment that empowers both customers and engineers, ensuring the latter aren't swamped by trivial issues. Sarah's approach has not only streamlined support but has also cultivated an atmosphere where engineers embrace customer interaction with confidence and stress-free ease.

In our second chapter, the art of managing a remote support team takes center stage. Striking the perfect balance between responsiveness and team cohesion in a virtual environment is no small feat. I open up about the meticulous orchestration behind our 24-hour response policy, highlighting the vital role of documentation and transparent communication in keeping our remote wheels turning smoothly. Through mentorships and performance reviews, I strive to spotlight process optimization over finger-pointing, fostering a culture where feedback leads to growth. We share our strategies for keeping dialogue channels open, ensuring that our team feels supported in voicing any concerns. Join us for this compelling exploration of cultivating trust and efficiency in the ever-evolving realm of customer support.

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Building a Truly Customer Centric Culture; with Michael Hinshaw 

Embark on a transformative journey with Michael Hinshaw of McorpCX, a beacon in customer and employee experience, as we unlock the secrets to fostering a customer-centric culture in support scenarios. Michael bestows his expertise on the intricacies of nurturing an environment where support staff thrives and customer interactions flourish. We dissect the sobering reality of how internal practices can inadvertently lead to employee burnout and compromised service, emphasizing the necessity for a supportive ecosystem that empowers workers to embody their company's values and ethos with every customer exchange.
 
Drawing on the profound insights of Brené Brown, our episode delves into the pivotal role of empathy and empowerment in customer support. Discover how cognitive empathy becomes a lifeline for maintaining sincere connections amidst a myriad of communication styles, and how the dexterity of support teams in adapting their approach can lead to resolutions that resonate with customers. We also unravel the delicate balance between autonomy and accountability, illustrating how giving support teams the latitude to creatively solve problems within a guiding framework can translate into extraordinary customer experiences and, in turn, bolster business success. Join us for this enlightening episode as we explore these critical dimensions of customer support with Michael Hinshaw, and learn how to elevate service to an art form.

Michael has recently written a book on his “Experience Operating System”. Check it out!

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Enhancing Everyone's Experience with Exceptional Supportability; with Alexis Grant

Unlock the secrets to crafting a B2B SaaS experience that customers love and support teams can rally behind. That's what we're bringing to the table with Alexis Grant. 

Alexis is a seasoned expert in B2B SaaS support, primarily as a support engineer for developer tools and tech products such as New Relic, HashiCorp, and Zapier, and is currently at Semgrep. She lives in Portland, Oregon with her cat and claims to only truly love two pieces of software: cURL and jq.

Together, we go diving headfirst into the concept of “supportability”. We chart the course for designing products that are not just powerful but also a breeze to support. Alexis imparts wisdom on how meticulously engineered reliability, predictability, scalability, and usability form the bedrock of products that practically support themselves. This episode is a treasure trove of insights for anyone keen on elevating their SaaS customer experience to new heights.
 
 Steering the conversation towards the empowerment of support teams, we dissect how vital knowledge sharing and the right tech stack can be in bolstering a team's capabilities. The introduction of a supportability checklist and the role of a 'support champion' come to light, detailing how they prepare new releases to face the frontline, fully equipped. We also stress the magic that happens when teams across the board—from support to product development—align their efforts. By embedding supportability into the DNA of every product cycle, we share how organizations can ensure operational success and deliver an unmatched customer experience. Tune in and transform your tech support experience!

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Empathy isn't just a buzzword—it's the cornerstone of exceptional customer support. Discover the transformative power of understanding and walking a mile in your customer's shoes with Matt Dale, a consummate expert in the field. We peel back the layers of customer interactions and examine how empathy can be more than a trait; it's a skill that, with the right training and mindset, can be honed to perfection. Whether you're born with a natural inclination to empathize or find it more challenging, this episode promises actionable insights to elevate your support game to new empathetic heights.

Matt not only sheds light on the parallels between physical and emotional skills, but also provides a practical framework for integrating empathy into your team's DNA from day one. Drawing from his rich experience with educators, he illustrates how context and understanding are instrumental in transforming potentially frustrating support scenarios into opportunities for connection and resolution. As you tune in, prepare to be armed with the strategies that can turn any support team into an empathetic powerhouse, making every customer interaction not just a transaction but a genuine human connection.

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Connecting Actions to Customer Outcomes; with Sarah Caminiti

Unlock the secrets of truly impactful leadership and customer support with our special guest, Sarah Caminiti, a seasoned expert in the field. Together, we dissect the profound implications of aligning our deeds with our pledges, both in steering teams and nurturing customer relationships. Discover how the subtleties of what isn't done can be as telling as the actions we take, casting long shadows on how customers and colleagues perceive their value within an organization. 
 
 Venture into the realm of strategic communication, where Sarah and I examine the delicate art of sharing key information without inundating our teams. Our conversation reveals how a well-honed communication strategy within a company serves as the cornerstone for trust, transparency, and loyalty—qualities that not only elevate employee morale but also resonate deeply with customers, cementing a brand's promise and integrity. Join us for an enlightening journey through the dynamics of words, actions, and the silent echoes that shape the heart of a business.

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Mastering Incident Management - Part 1 of 6; with Kat Gaines

Unlock the secrets to seamless service as we navigate the critical world of incident management with the expertise of Kat Gaines from PagerDuty. Prepare to be armed with a deeper understanding of the complexities that define an incident, and why this knowledge is a game-changer for teams committed to providing uninterrupted excellence. Kat's seasoned perspective will guide you through the layers of incident severity and the essential preparedness for the unexpected. This episode isn't just a conversation; it's a toolkit for anyone in the support and development trenches, laying the foundational strategies for robust incident response.
 
Embark on a journey through the collaborative core of incident management, where the role of support engineers is reimagined as a pathway to career growth and the position of an incident commander becomes the linchpin of crisis resolution. With a focus on the symbiosis between structured protocols and the agility to adapt, we dissect how cross-functional cooperation and continuous process refinement are the cornerstones of an organization's resilience. From prioritizing responses to managing bugs, this dialogue with Kat is more than just an exploration—it's an invitation to evolve your practices and prioritize your customers in the face of adversity. Join us for an eye-opening series that promises to redefine your approach to incident management and elevate your team's capabilities.

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Nurturing Your Professional Network: Authentic Strategies for Support Folk; with Jason Yun

Have you ever felt like a solitary island in the vast ocean of your professional life? This sensation is all too familiar for support professionals, like me, Charlotte Ward, and my esteemed guest Jason Yun.

Jason has been in the support leadership space for a decade+. Focusing on hypergrowth early stage startups such as Lyft and Instacart, he has been figuring out how to build consumer trust in a diverse array of industries - on-demand services, self-driving cars, telemedicine, and more. He's currently a CX consultant for healthtech companies looking to bridge the gap in healthcare. 

Together, Jason and I tackle the imperative yet often overlooked art of networking within our niche. It's not merely a tool for job seekers or the entrepreneurial spirited; it's the lifeblood of personal and community advancement. Throughout our conversation, we debunk the notion that networking is equivalent to self-promotion, and instead, we celebrate it as a celebration of camaraderie and mutual support.

This episode unfolds the subtleties of fostering long-lasting professional connections, and I share an intimate narrative that sheds light on the far-reaching impact of maintaining your network through warm introductions. We offer insights on how to keep your contacts apprised of your evolving career journey, ensuring they remain relevant and beneficial. The dialogue further delves into the strategies for broadening your professional circle, starting with those you trust on platforms like LinkedIn. By the end of our chat, you'll be equipped with the inspiration and tactics to not just grow your network, but to nourish it with authenticity, reciprocity, and a forward-thinking mindset.

I'd love your thoughts on this episode! Comment below, and like/love/share/support if you found this inspiring, thought-provoking, or useful!

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Prepare to be enlightened as we sit down with the incomparable Nick Zeisler, or Zee as we fondly call him, for a riveting discussion on the essential role of Voice of the Customer (VOC) programs. This episode promises to transform your approach to customer feedback, from mere data points to actionable insights that can prevent your company from breaking its brand promise. Zee passionately dissects the futility of feedback collection without intent, emphasizing the profound power of VOC when it's used to cultivate genuine customer relationships and improve response rates to surveys.

Together, we unravel the intricacies of leveraging customer insights to elevate your offerings, steering clear of the notorious 'faster horse' pitfalls. We'll reflect on how visionaries like Steve Jobs and Henry Ford navigated customer needs, exploring the delicate art of crafting survey questions that resonate with your brand's core values. The conversation doesn't stop there—we also examine cultural nuances in satisfaction scoring and the strategic use of targeted questions. Join me, Charlotte Ward, and Zee for an episode that will not only challenge your perceptions but equip you with the expertise to refine your brand through the eyes of those who matter most—your customers.

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Finding the Balance Between Product and Functional Expertise; with Colin Flanigan

Unlock the secrets of superior product support with Charlotte Ward and special guest Colin Flanigan, Director of Customer Experience at Sage, in a conversation that promises to elevate your understanding of customer experience leadership. If you've ever pondered the perfect balance of product and role knowledge for leaders, our discussion serves as a treasure map to the middle ground where understanding meets practical leadership. We confront the challenges head-on as we scale the heights of team expansion, navigate the technical complexities, and traverse the industry specificities. With sage insights, Colin and I dissect the evolution of responsibilities and the bedrock of product know-how that supports teams from scrappy startups to towering corporate entities.

Embark on a journey through the crucial first 90 days of a customer's path, where the art of crafting and refining journey maps becomes a compass for navigating potential pitfalls and streamlining experiences. Learn from our strategies how to weave the frontline team's invaluable narratives into these maps, crafting a tapestry that captures the true spirit of customer interactions. As we wade through the shared waters of employee and customer experiences, we reveal how an in-depth understanding can act as a catalyst for organizational growth. By uniting customer-centric insights with a broad business perspective, leaders can cast ripples across diverse business segments, charting a course for professional development and operational excellence. Join us for this enlightening exploration and discover how to steer your team toward uncharted waters of success.

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Mastering Incident Management - Part 2 of 6; with Kat Gaines

Embark on an insightful expedition into the nerve center of incident management with Kat Gaines and myself, as we unravel the essentials of tailoring an effective process for your organization. We're not just bystanders in the realm of crisis resolution; we're the architects designing the blueprint. This episode promises to hand you the reins of your own incident management strategy, urging you to define incidents and their severities in a way that resonates with your business's unique pulse. As Kat shares her wisdom on building from the ground up, I draw from both our experiences and the well-oiled machine that is PagerDuty, ensuring you leave with a toolkit brimming with proactive solutions.

Commanding the spotlight, the role of the Incident Commander is dissected to reveal the mastery behind maintaining clarity amidst chaos. Supported by an ensemble cast of deputies, scribes, and liaisons, we discuss the art of orchestrating an efficient resolution process. Discover how integrating tools like Slack's canvas feature can transform your documentation and communication strategies, enabling your team to make swift decisions and remain in control. It's about more than just the technicalities—it's about empowering your support leaders to assert their expertise without the looming shadow of repercussions.

Finally, we emphasize the symphony of soft skills that harmonize with technical know-how to form the crescendo of incident resolution. Personal anecdotes underscore the delicate dance between listening and projecting confidence, especially when the stakes are high. We challenge the preconceived notions about non-technical roles, advocating for their technical savvy and pivotal role in customer communications. Tune in for a paradigm shift that will equip you to conduct a well-orchestrated incident process where clear roles and effective communication are the keystones to success.

As part of this episode, Kat shares some awesome PagerDuty resources showing the structure of an Major Incident Response Team and the roles we discuss over this and the coming episodes:

Different Roles - PagerDuty Incident Response Documentation
and
Complex Incidents - PagerDuty Incident Response Documentation

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Nurturing Empathy in Customer Support with Natalie Ruhl

How can you genuinely connect with your customers and create a more harmonious workplace? Join me in this enlightening episode from the archives of the Customer Support Leaders podcast, first broadcast in January 2020, where I sit down with Natalie Ruhl, Director of Community Operations at SoundCloud. Natalie delves into the core of empathy, revealing how it serves as a fundamental pillar not just in customer interactions but also in effective teamwork. Whether you believe empathy can only be inherent or think it can be coached, this conversation will challenge and expand your understanding. Natalie shares the innovative methods her team employs, from role-playing scenarios to reading emails aloud, to nurture and enhance empathetic skills.

Discover the delicate balance between empathizing with customers and maintaining objective judgment, a skill crucial in avoiding potential pitfalls. Natalie emphasizes the importance of empathy in career progression within customer support and beyond, offering practical tips to integrate empathy into daily practices. This episode is a goldmine for anyone eager to refine their empathetic approach and improve their professional relationships. Don’t miss out on these transformative insights that promise to elevate both your personal and professional growth.

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Ever wondered what it takes to build a high-performing contact center from scratch? Join us as we uncover the secrets with Joe DiNatale. Joe is a contact center executive with extensive experience across operations, strategy, customer experience, and vendor management. Over his career he has held most leadership positions within the contact center space including building call centers from the ground floor.  Spending the past 10 years working in the telecommunications industry for some of the largest cable operators where Joe has led transformational change in the contact center. 

In this episode, learn the significance of location, university access, and mass transit for efficient hiring, as well as the benefits of leveraging local economic environments and tax incentives. Joe shares his firsthand experiences, challenges, and the immense satisfaction of creating sustainable contact centers that continue to thrive years later.

But the journey doesn’t stop at mere infrastructure. Discover the essential strategies for building a strong team culture and managing call center growth. We delve into the qualities that make up a stellar team, such as coachability and strong work ethic, and the importance of a phased approach to onboarding and training. Joe highlights the value of a comprehensive resource repository and recognition initiatives like "employee spotlight" to foster engagement and motivation. Tune in for practical insights that will guide you in setting up and nurturing a successful contact center.

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Mastering Leadership Communication in Startup Support; with Andrew Rios

How do you transform data into compelling business narratives? Join us in Episode 270 of the Customer Support Leaders Podcast, where Andrew Rios returns to share his invaluable insights on building a robust communications plan for new roles. Andrew explains the power of a "support report" and how starting with basic data points can evolve into a comprehensive tool that enhances decision-making and staffing forecasts. Discover why placeholders and "coming soon" metrics can be your best allies in gradually painting a complete picture for your organization.

Ensuring that your reports are not just created but also read and understood is a different challenge altogether. Listen as we discuss strategies to make these reports engaging and accessible. From brief summaries to personalized content, we delve into techniques to capture your audience's attention and build a culture where these reports are anticipated and valued. Andrew shares how finding allies and leveraging social proof can significantly boost the engagement and impact of your communications.

Wrapping up, we explore the art of effective leadership communication, especially in the fast-paced world of startups. Transparency, tactful feedback, and regular reporting are just some of the strategies we discuss for building trust within your team. Andrew and I also touch on the importance of quickly understanding historical decisions and spotting potential frictions between teams early on. This episode is packed with practical advice and actionable insights for support leaders looking to make a real impact in their new roles. Join us for a conversation that promises to leave you inspired and equipped to handle your next big step.

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What makes a Customer Liaison Officer indispensable during incident management? Join us as we tap into the expertise of Kat Gaines, who shares her invaluable experience and detailed examples to illuminate the crucial responsibilities of this role. Discover how effectively bridging the communication gap between incident response teams and customer-facing staff can transform your incident response strategy. Kat delves into the art of aggregating customer-reported issues and managing internal expectations, revealing why sticking to standard processes just won't cut it during high-stress incidents.

Beyond the basics, we explore the nuanced tasks of real-time decision documentation and post-incident action auditing, essential for thorough reviews and continuous improvement. Kat also brings to light the often-overlooked mental health challenges in customer support roles, the pitfalls of heroism culture, and the necessity of setting clear boundaries to prevent burnout. Tune in for leadership strategies that foster a supportive and effective environment, catering to diverse work styles and ensuring your team remains resilient in the face of stress. Whether you're a seasoned professional or new to incident management, this episode promises to enhance your understanding and capability in handling high-pressure situations.

I'd love your thoughts on this episode! Comment below, and like/love/share/support if you found this inspiring, thought-provoking, or useful!

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What if handling awkward workplace conversations could be less daunting and more compassionate? Join us as we sit down with Hilary Dudek from Gluco, who shares her expert strategies for navigating these challenging discussions with grace and empathy. With five years of tech support experience under her belt, Hilary emphasizes the importance of putting yourself in the other person's shoes and maintaining a balance between professionalism and warmth. She explains how intentional language and face-to-face communication, even via Zoom, can transform a difficult conversation into a constructive dialogue. 

Listen to Hilary's heartfelt recounts of empathy, from shedding sympathy tears to offering team members the space they need to process difficult news. She candidly discusses her own struggles with maintaining a poker face and the emotional complexities of delivering tough feedback. Learn practical advice on allowing employees to revisit conversations after some time, providing a thoughtful approach to difficult workplace interactions. This episode is a must-listen for anyone looking to master the art of compassionate communication in the workplace.

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Ever wondered how a support desk manager transforms the reputation of their team from the "black sheep" to a pivotal player in brand development and customer interaction? Join me, Charlotte Ward, as I sit down with Steve Tondé from PayShepherd, a Canadian fintech company, who shares his transformative leadership journey and the evolving role of support teams in today's tech-driven landscape. With the rise of SaaS, support teams are stepping into the spotlight, and Steve shares how engaging with critical departments like finance and product development can prioritize customer feedback and drive impactful change. Through his personal experiences, Steve offers valuable insights into the power of transparency and communication across teams, providing a treasure trove of advice for new leaders eager to understand their company and its stakeholders from the start.

Explore the intricate web of interdepartmental dynamics as Steve and I discuss the importance of understanding key performance indicators (KPIs) across different functions to foster successful collaboration. I recount a personal experience where misalignment with another department's KPIs led to a roadblock, highlighting the necessity of building honest relationships to bridge these gaps. We'll delve into the art of finding parallel goals for shared success and the value of stepping out of comfort zones to engage with colleagues across the organization. This episode is a humbling reminder that sometimes our priorities need reevaluation to align with broader organizational needs, underscoring the essential role of relationship-building in nurturing growth and improvement.

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Unlock the secrets behind the spreadsheets and discover the hidden complexities of customer support with me and my special guest Ash Rhodes. Ash brings his seasoned perspective on the pitfalls of reducing support staff to mere numbers, reminding us of the importance of understanding the real-time dedication required to resolve customer issues. Together, we explore the nuances of ticket handling and the dangers of setting unrealistic performance goals. Ash sheds light on the often-undocumented tasks like research and troubleshooting that contribute to the intricate web of support functions. This episode promises to transform how you view your support team and their invaluable human contributions.

Ash also introduces us to the intriguing concept of "social complexity" in the world of remote work. We discuss the critical role of team dynamics and the challenges of maintaining authentic, empathic communication in virtual environments. Learn why allowing time for social bonds to form can lead to a cohesive and productive team, and how unstructured moments of chatter are not just fluff but fundamental to effective collaboration. Whether you're a support leader or part of a remote team, these insights offer a fresh perspective on fostering a more human-centric and effective work environment.

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Discover how to master the delicate art of balancing automation with human interaction in customer support, as Corey Brown and Elliot Fox share their expert insights. Facing the pressure to adopt AI while keeping a personal touch can be challenging for businesses. This episode uncovers the potential pitfalls of over-relying on AI, such as generic responses, and emphasizes the importance of human intervention to ensure customer satisfaction. Listen as we explore how AI can serve as a co-pilot, boosting efficiency and enhancing customer experiences without sacrificing the essential human connection.

Join us as we dive into the practical application of AI in customer service, especially for high-volume, low-complexity tasks and round-the-clock availability. Corey and Elliot discuss the challenges AI faces in nuanced environments and highlight the benefits of data-driven insights like sentiment analysis. By examining both the strengths and limitations of AI, this episode offers a thoughtful approach to integrating technology in a way that elevates both customer satisfaction and team morale. Tune in to learn strategies that create win-win scenarios in the ever-evolving landscape of customer support.

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Mike Redbord, a seasoned veteran from HubSpot with over a decade of experience, joins us to unravel the mysteries of managing customer support beyond mere numbers. Discover why Michael believes that looking past the spreadsheets can uncover stories of exceptional customer service, and how these anecdotes can act as guiding beacons for your team. He shares valuable insights on balancing data-driven management with the art of storytelling, ensuring that as teams grow, the human element isn't lost amidst the metrics. Prepare to learn how maintaining simplicity in data allows room for the stories that truly highlight world-class customer service.

Join us for a thought-provoking conversation exploring the delicate dance between numbers and narratives in the realm of customer support. Michael dives into the significance of anecdotes in celebrating moments of outstanding customer interaction and how these stories can inspire and instruct within your teams. He passionately argues for keeping metrics simple, allowing the truly impactful stories to shine. Listen in as we discuss how to foster a culture that cherishes these narratives, providing the perfect blend of quantitative and qualitative insights to elevate your customer support strategy.

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What happens when the adrenaline rush of an incident meets the need for effective communication? Join us as we chat with Kat Gaines, the leader of PagerDuty’s developer advocacy and community team, who brings her expertise to the table. You’ll walk away with a clear understanding of how maintaining transparent communication not only soothes nerves during crises but also keeps customer expectations in check. Gain insights into how developing empathy between engineering teams and customers transforms the user experience, all while fulfilling our innate craving for solutions through timely updates.

Imagine engineers and customer support colliding in a world where Pokémon and bunnies serve as perfect analogies. Kat helps us explore this fascinating intersection, revealing the challenges engineers face in making their technical know-how understandable to the average person. Learn how empathetic customer support representatives become the unsung heroes, bridging this gap and ensuring that customer anxieties are kept at bay through consistent terminology and clear definitions. It’s a lesson in how collaboration between engineers and support teams ensures that even the most complex technical concepts can be translated into relatable terms, easing the often tense atmosphere of an incident.

We also unravel the intricacies of internal communication, stressing the importance of proactive practices that go beyond routine operations. From the use of codified channels and platforms to striking the right balance between internal transparency and external caution, we cover it all. Gain tips on fostering trust during incidents, creating templates for updates, and ensuring your team is equipped to handle external inquiries with confidence. Whether you're managing incidents or fine-tuning communication strategies, this episode promises to arm you with the tools you need for success.

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From The Archives: Careers in Support

Discover the secrets of building a thriving career in the customer support industry as Matt Dale joins me to unravel the multitude of paths available for support team members. From nurturing the journey of an individual contributor to embracing leadership roles or exploring new arenas like QA and customer satisfaction, this episode promises to equip you with the insights to chart your career course. Matt shares an inspiring story of a team member's dream of becoming a developer and how the support culture facilitated their transition to QA, highlighting the importance of fostering a supportive environment for growth and transformation.
 
 Join us as we tackle the challenges of retaining skilled individuals and nurturing talent, viewing support teams as a valuable "farm team" for the organization. Matt emphasizes the significance of open communication and personalized development plans during one-on-one sessions, providing listeners with actionable strategies to manage career trajectories effectively. Whether you're a leader seeking to retain talent or a professional aiming to grow within your support role, this episode offers a treasure trove of insights that you won't want to miss.

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Kristina King returns to the spotlight, sharing her remarkable pivot from finance and teaching to becoming a technical support engineer, all without a formal CS degree. Kristina's narrative underscores the power of varied backgrounds in tech, illustrating her philosophy of hiring for culture "add" rather than culture "fit." She emphasizes the need to extend opportunities to those who might not traditionally find their way into tech, particularly through her role on hiring committees. Kristina's hiring philosophy is about finding those "weirdos" who bring a distinct passion and personality to the team, making the workplace not only diverse but vibrant.

This episode also highlights Kristina's innovative approach with a business support specialist internship aimed at non-traditional candidates, facilitated through a collaboration with WorkSource Oregon. Notable successes include interns like Dana, an Army vet and former bricklayer, who transitioned into valuable technical roles. This initiative highlights how skills like customer experience from the service sector can be effectively channeled into tech support positions. Join us as Kristina unpacks these transformative hiring strategies that are broadening the talent pool and reshaping tech support teams for the future.

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Ever wondered how startups can access top-tier leadership without bringing on full-time executives? Brian Levine, joins me to share his journey and unpacks the innovative concept of fractional leadership in customer support. 

Brian has been in tech support, in one capacity or another, for 15 years. He's been VP of Support at GitHub and Head of Support at Plaid, among others. These days he's the co-founder of Yetto, a help desk for modern support teams. Brian lives in Rome and drinks far too much coffee.

From his experiences at those industry giants like GitHub and Plaid to founding his own help desk company, Brian reveals how part-time expert guidance can be a game-changer for startups. Discover how companies can skillfully manage transitions and foster a robust support culture with the expertise of seasoned leaders even when they're not ready for a full-time role.
 
 Curious about the impact of fractional leadership on early-stage companies? We tackle strategies for startups lacking a dedicated support head, where initial consulting can highlight system gaps and pave the way for longer-term partnerships. Brian discusses how identifying potential failures in support processes can compel businesses to seek further expert involvement, ultimately helping them scale successfully. Whether you're exploring support leadership careers or intrigued by the challenges and triumphs of being a founder in this space, this episode is packed with insights that promise both inspiration and actionable advice for navigating the dynamic world of customer support.

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Unlock the secrets to mastering incident management with our latest episode featuring the insightful Kat Gaines. Discover how to transform your customer support strategy by crafting effective incident communications and building strong interdepartmental relationships. Learn from Kat as she delves into the complexities of maintaining a unified communication strategy amidst a sea of different tools and remote work challenges. We'll walk you through the importance of clearly defined roles and well-documented processes, ensuring that your team's internal coordination translates into seamless external updates that keep your customers informed and confident.

Join us as we unravel the roles of incident commanders and customer liaisons, and explore how small businesses can evolve from an all-hands approach to more streamlined responses using tools like PagerDuty. We'll highlight the delicate art of balancing technical details with brand perception in customer communications, and how your customer-facing teams can lead the charge in crafting messages that resonate. With practical advice, such as utilizing system maps to bridge the gap between technical jargon and customer understanding, this episode promises to equip you with the knowledge to enhance your customer experience during incident management.

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Unlock the secrets to building a standout customer support team by tuning into our captivating conversation with Alyssa Purcell, a seasoned manager from New York City. Alyssa brings her expertise to the table, offering strategies for crafting precise job descriptions that attract the right candidates. She shares the nuanced art of balancing skills assessment with cultural fit, and the importance of having a diverse interview panel featuring both leadership and peers for a comprehensive evaluation process. You'll leave understanding how to identify the strengths and qualities necessary for each role, paving the way for effective hiring.

Alyssa also unveils her unique approach to interviews, providing real-time feedback to candidates as a means of gauging their potential for growth. Her insights on coaching peers for interviews, maintaining consistency, and reducing unconscious bias with quality feedback are invaluable for anyone in a hiring position. Whether you're bringing in newcomers for entry-level roles or seeking seasoned professionals, Alyssa's proven strategies will equip you with the knowledge to enhance your hiring process and improve candidate outcomes. Listen and transform your approach to hiring in customer support.

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Ever wondered what distinguishes a true leader from the rest? Join me, Charlotte Ward, as I unlock the secrets of leadership potential within customer support teams alongside Meredith Malloy. Discover how to identify the "unicorns" among your team—those rare individuals who possess the natural empathy and connection skills that are foundational to effective leadership. Meredith sheds light on how these talents can transform into impactful leadership roles, enhancing both employee and customer satisfaction.

Meredith also offers invaluable guidance for those aspiring to lead, stressing the importance of proactive engagement and a genuine passion for growth. She emphasizes the need for continual learning and curiosity, advocating for leadership driven by authentic motivation rather than mere title or salary allure. Together, we explore the journey of nurturing future leaders, providing them with the necessary resources and support to thrive. Tune in to learn how spotting and cultivating leadership talent can bring about positive, far-reaching changes within your organization.

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Unlock the secrets to mastering technical support as we, Robert Cabral and I, guide you through the art of enlisting engineering support for complex inquiries. You'll discover how data-driven strategies can transform your support processes, leading to a drastic reduction in ticket escalations. Robert shares his expertise on creating a robust taxonomy for categorizing issues, ensuring clarity and efficiency in resolving them. We promise you'll leave with actionable insights into improving collaboration between support and engineering—essential knowledge for anyone navigating the SaaS landscape of platforms like DataCamp.

Robert and I also delve into the power of empathy and continuous improvement in fostering a proactive support environment. By embedding support team members within engineering, we’ve not only improved communication but also decreased escalations from 40% to under 10%. Our conversation sheds light on the importance of strategic conversations, empathy-building, and securing engineering buy-in. Join us as we unravel the gradual journey of transforming support teams with small wins and iterative progress—your roadmap to a more efficient, less reactive customer service experience.

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Week 1 Topic: Empathy in Support

Can you feel too much or too little empathy in support? I spoke to Jenny Dempsey about how this affects the service, and how you might manage both ends of the empathy spectrum in your team.

I grabbed Jenny just as she'd moved into a new home and was waiting on her soft furnishings, which is why this episode is a little echo-ey!

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Week 1 Topic: Empathy in Support

How important is empathy in support? I spoke to Matt Dale about that and whether you can foster or build empathy as a skill.

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Week 1 Topic: Empathy in Support
 
I spoke to Natalie Ruhl about whether empathy is a teachable skill, and how empathy exercises can help.

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Week 1 Topic: Empathy in Support
 
 Craig and I chewed over customer context and how it relates to empathic support.

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Week 1 Topic: Empathy in Support
 
We round out this week’s topic with Ash Rhodes. How much weight should we place on empathy when we’re hiring for support? And Ash pulls some very funny faces (entirely for my benefit).

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Week 2 Topic: Future of Support

Craig Stoss and I tackled support in 2020 and beyond. How will the IoT and data shape our service?

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Week 2 Topic: Future of Support

Vanessa Subramaniam believes the immediate future of support will focus on understanding how each customer will interact with your service, and being able to react accordingly.

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Week 2 Topic: Future of Support

Meredith Molloy and I come to an (un)surprising conclusion about the future!

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Week 2 Topic: Future of Support

Kristina King talks about how innovation is driven in her team.

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Week 2 Topic: Future of Support

Jenny Dempsey returns to talk about her vision for the future, and how pigs can be an experience.

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Week 3 Topic: Awkward Conversations

Hilary Dudek needs to practice her poker face. (Also, although the title is “Awkward Conversations with Hilary Dudek”, this most definitely was not one.)

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Week 3 Topic: Awkward Conversations

Ash Rhodes is much better at handling awkward conversations than he used to be. Thanks goodness!

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Week 3 Topic: Awkward Conversations

Matt Dale places great importance on prep and space when handling difficult conversations.

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Week 3 Topic: Awkward Conversations

Meredith Molloy believes being an IC stands us in good stead for awkward conversations.

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Week 3 Topic: Awkward Conversations

Lauren Eimers rounds out the week with the science bit. Great advice on social and biological signals!

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Week 4 Topic: Personal Stories of Transitioning to Leadership

Ash Rhodes talks about his personal story, of bubbling up into leadership, and how little guidance he had. How not to do it!

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Week 4 Topic: Personal Stories of Transitioning to Leadership

Natalie Ruhl had a dream….

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Week 4 Topic: Personal Stories of Transitioning to Leadership

Kristina King says we should be vocal about our desire to become leaders.

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Week 4 Topic: Personal Stories of Transitioning to Leadership

Chris Taylor didn’t take the route he expected into leadership, and tells us how the key was in understanding where his strengths really lie.

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Week 4 Topic: Personal Stories of Transitioning to Leadership

Simone Secci tells us his story, and his recommendations for good resources for CS Leaders.

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Week 5 Topic: Moving from Doing to Leading the Work

Ash Rhodes talks about why he believes a leader should stay in the queue.

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Week 5 Topic: Moving from Doing to Leading the Work

Natalie Ruhl tells how she keeps in touch with the needs of her team.

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Week 5 Topic: Moving from Doing to Leading the Work

Matt Dale returns to talk about why you can’t expect to successfully do two jobs at once.

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Week 5 Topic: Moving from Doing to Leading the Work

Hilary Dudek talks about how she is now challenged in a new organisation with a product set she doesn’t know.

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Week 5 Topic: Moving from Doing to Leading the Work

Jenny Dempsey likes to be in a queue when needed, but recognises how key it is to trust your team, too.

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