“You have to empower every single team. You have to empower them to know that their jobs matter, that they matter as people, that their insight and experience and wisdom matters for the entire company to glean from that. Customers and consumers rely on that wisdom and experience to give them thoughtful answers and responses.”
Sarah Hatter, Founder of CoSupport & ElevateCX
Welcome to OnBrand! In this episode, join host Sarah Grace McCandless as she speaks with Sarah Hatter, founder of CoSupport and ElevateCX about how to effectively build, coach, and train your customer experience (CX) teams — and how to support your employees as the landscape of CX evolves.
We know that CX is critical for brands, though great customer experience comes from support teams who are equipped with the support they need from their managers — and the companies they work for. By adopting a people-first mentality, companies can create best-in-class CX teams that serve as both the voice of the customer, as they collect valuable insights during support interactions, and the voice of the brand.
From pivoting language in company communications to bridging the departmental gaps between marketing, sales, and support, Sarah Hatter offers practical advice and wisdom to CX leaders through her consulting services. In an age when many managers feel disconnected from their teams due to working remotely and the continued impacts of COVID-19, she advises her clients to think beyond the processes of recruiting and training to focus on creating a culture where employees feel valued.
“I’m big into what people sometimes refer to as soft skills, which I think is really underselling it quite a bit because soft skills are very hard to master. It’s very hard to master empathy. It’s very hard to master patience, to be a good listener, to understand different personality types and how they give and receive support. When you’re managing people, that is your job, to learn how to manage all types of people,” Sarah says.
A leading voice for customer experience, Sarah has consulted for CX teams since 2011 and is the author of The Customer Support Handbook: How to Create the Ultimate Customer Experience for Your Brand, which has sold more than 30,000 copies since its publication in 2014.
Join us to discover the difference and impact that empowerment-centered CX teams can make, in the latest episode of OnBrand!