CX Coaching
Combining leadership and life coaching with service training
What’s CX Coaching?
The quality of your customer support operations begins with the individuals on your team. How they show up on any given day will impact the quality of their leadership, the tone of their support interactions, their motivation to reach their goals, and their ability to work with one another.
Through Energy Leadership Coaching (based on Bruce D. Schneider’s teachings), we help leaders and teams understand their most important resource - their energy. They’ll learn their default energy levels as well as how to harness energy with purpose to achieve success at work and at home.
Energy Leadership
Energy Leadership is a way to identify and consciously work with your perceptions and the perceptions of others.
Using the Energy Leadership Index Assessment, an attitudinal assessment, individuals can begin to understand how they respond to a situation on a good day, as well as under stress.
By learning the pros and cons of each energy level, individuals can begin purposefully choosing energy levels that better serve them in order to increase satisfaction and likelihood of achieving results.
Service Energy Workshop for CX Teams
The Service Energy Workshop for CX Teams gives both leaders and teams the opportunity to learn about how they show up personally, and how the team shows up collectively.
Team members will discuss real-life scenarios where they exhibit each of the energy levels, and how alternate levels, when chosen intentionally, could improve outcomes.
This workshop will teach how to identify customers’ energy levels, and how they can resolve conflict with detached investment.
It will also demonstrate how, when leveraged collectively as a team, increased energy levels can lead to improved satisfaction scores, higher retention, and greater customer loyalty, while also benefiting the lives of others.
“This workshop was so transformative! I found it incredibly valuable to learn how to shift from one energy level to another. This skill will help me manage challenges more effectively, and maintain a positive and productive mindset. I’m excited to apply it!”
- Call Center Agent
The Energy Leadership Workshop for Customer Experience Teams includes:
ELI Energy Leadership Index Assessment for Each Participant*
Energy Leadership Index Results Aggregate for the Team
2 to 3-Hour Group Assessment Debrief and Workshop (depending on size)
Experience Identifying and Shifting Energy Levels in Real-Life CX Scenarios
Journal for Energy Level Assessment and Reflection
*Individual results are confidential to the individual and cannot be shared with leaders or stakeholders except by the individual.
CX Coaching for Service Leaders
Individual Leadership Coaching allows for more time and attention for creating energy shifts compared to team coaching. As a result, CX Leaders can show up as the leader they want to be, are more likely to get results from their team, and can work cross-organizationally with ease.
With one-on-one coaching, CX Leaders will gain knowledge on the seven energy levels, develop awareness to how they show up on a good day and under pressure, and work through exercises and strategies to help raise their average resonating level (ARL) in order to achieve specific goals for their CX function and beyond!
“The Energy Leadership Assessment helped me learn so much about myself, and Kristen is such a good coach! She asks great questions to challenge my thinking, and is so friendly, kind and validating!”
- Ginny, Leader
CX Coaching for Service Leaders includes:
ELI Energy Leadership Index Assessment*
Energy Leadership Index Results
8 Individual One-Hour Coaching Sessions
Dedicated Time to Focus on Your Goals
Experience Identifying and Shifting Energy Levels
Ability to Shift Individual and Team Energy Levels.
Journal for Energy Level Assessment and Reflection
*Individual results are confidential to the individual and cannot be shared with leaders or stakeholders except by the individual.
Hi I’m Kristen
I have over 10 years of customer service leadership experience, the majority with growing direct-to-consumer, online retail brands.