Your Team’s Energy Level Sets Your Customer Experience

There are 7 levels of energy, according to Bruce D. Schnieder’s 7 Level Framework for Mastery In Life and Business. While we move up and down the energy levels throughout the day, we'll often default to one or two levels that determine our perspectives, and therefore our behaviors, on a regular basis.

These energy levels can be catabolic or anabolic, and while wherever we hang out on the spectrum isn’t “good” or “bad,” some levels are more likely to lead to success than others. Higher energy levels are linked to less stress, better performance, and increased job satisfaction. Unfortunately, many customer service teams function at lower levels where themes of conflict, frustration, helplessness, and fear are common.

Imagine calling a customer service line and being helped by someone with Level 4 energy, rooted in service, who will do anything to help you. Compare that to someone in Level 3 energy, who will help you… a little begrudgingly. Or someone in Level 2 energy who actually gets a little pleasure out of saying no, and most certainly does not want feedback on how that interaction could have gone better.

Our energy levels also impact how we lead. Customer service leaders with higher energy levels are more creative, more solution-oriented, and more likely to influence their team members more than they “manage” them. They’re also more likely to receive promotions and are more likely to earn a higher salary.

Each individual’s energy profile is built over time and is unique to them, but it’s not permanent. Through awareness, intention, and coaching around blocks, energy profiles can be raised.

Using the Energy Leadership Index Assessment, which determines how individuals approach and react to situations, you can learn where you and your customer service team's energy level currently stands, and strategies for increasing it. Contact The CX Coach to learn more.