Interview with Kristen Szustakowski

Guest Bio:

Kristen Szustakowski is a Certified Professional Coach (CPC) and a valued member of the International Coaching Federation (ICF). With a wealth of experience as the CX Director for various small to medium-sized online retail businesses, Kristen has played an instrumental role in transforming customer experiences. She has owned customer service strategy and implementation, voice of customer initiatives, system improvements, employee experience enhancements, change management processes, and scaling efforts. Kristen's expertise extends to advising Mercy University's Customer Experience Certificate Program, where she shares her knowledge and insights with aspiring CX professionals. With a passion for empowering CX leaders and teams, Kristen believes in cultivating a customer-centric culture by nurturing the individuals who deliver exceptional experiences.

3 big ideas discussed in this episode:

• Elevate your service team, they'll elevate your customer experience. - "Unlocking the Power of Your Service Team: Empowering Employee Excellence for an Elevated Customer Experience"

• Every employee wants to do well. If they're not performing, find the block. - "Unlocking the Power of Your Service Team: How Embracing Authenticity Elevates Customer Experience"

• Be willing to break from formality with intention to get to the heart of your people. - "Unlocking the Power of Employee Experience: Elevate Your Service Team to Transform Customer Satisfaction"
  

RESOURCES:

• LinkedIn: https://www.linkedin.com/in/kristenszustakowski/

• Website: https://www.tcxcoach.com
  

Episode Summary:

Elevate Your Customer Experience by Improving Your Employee Experience

In this engaging podcast interview, Kristen Szustakowski discusses the importance of elevating your service team to enhance the overall customer experience. She emphasizes the need to understand the blocks that may hinder employee performance and shares insights on breaking away from formality to connect with employees on a deeper level. Kristen highlights the significance of improving employee systems to create a positive employee experience. Tune in to discover actionable strategies for fostering a courageous culture and unleashing the full potential of your service team.

In today's competitive business landscape, exceptional customer service is the key to success. To deliver outstanding experiences, it's crucial to prioritize the development and empowerment of your service team. When your employees feel supported and valued, they will go above and beyond to create memorable interactions with customers.

In this post, we'll explore three essential strategies to elevate your service team, ultimately leading to an elevated customer experience.

1. Every employee wants to do well. If they're not performing, find the block.

Behind every underperforming employee lies a potential for growth. Instead of jumping to conclusions or resorting to disciplinary actions, it's essential to identify the root cause of their underperformance. This requires a proactive approach to understand their challenges, provide the necessary training and resources, and address any personal or professional obstacles they may be facing. By investing in their growth and supporting their development, you can unlock their full potential and transform them into top-performing team members.

2. Be willing to break from formality with intention to get to the heart of your people.

Formalities and rigid hierarchies can create barriers between leaders and employees. To truly understand your service team, it's crucial to foster a culture of open communication and approachability. Encourage your team members to share their thoughts, ideas, and concerns without fear of judgment. Actively listen to their feedback, engage in meaningful conversations, and build genuine connections. By creating a supportive and inclusive environment, you'll gain valuable insights, boost morale, and foster a sense of belonging within your service team.

3. Improve your employee experience by improving their systems.

Efficient systems and processes are the backbone of a high-performing service team. Evaluate your existing workflows and identify areas for improvement. Automate repetitive tasks, provide intuitive tools and technologies, and streamline communication channels to enhance productivity and reduce bottlenecks. Additionally, invest in ongoing training and professional development opportunities to equip your team with the skills and knowledge they need to excel in their roles. By continuously improving your systems, you not only empower your service team but also enable them to deliver exceptional customer experiences.

Elevating your service team is a strategic investment that yields significant returns in the form of delighted customers and increased loyalty. By prioritizing your employees' growth, fostering open communication, and improving systems, you create an environment where your service team can thrive. Remember, when you empower your service team, they will go the extra mile to elevate your customer experience, ultimately setting your business apart from the competition.

Enjoy the episode

Get the show notes for this episode at AskJeremyJones.com/podcast