Rochester Service Training
Helping Rochester NY businesses retain customers, increase loyalty, and improve support operations.
Guiding local brands in designing efficient service operations and customer-centric experiences that drive loyalty and growth.
Coaching for Customer-Facing Teams
What’s CX Coaching?
The quality of your customer experience begins with the individuals on your team. How they show up on any given day will impact the quality of their service, the tone of their interactions, their motivation to reach their goals, and their ability to work with one another.
Through Energy Leadership Coaching, we help leaders and customer-facing 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 Rochester’s Customer Facing Teams
The Service Energy Workshop for Customer Facing 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, how they can best serve, 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 customer satisfaction, higher retention, and greater customer loyalty.
“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 Rochester’s 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 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.
Coaching for Rochester’s 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 customer-facing 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.
Customer Experience Consulting
CX Power Hour
Dive into your most pressing customer service or customer experience challenge.
Walk away with actionable results.
Book your hour.
Bring your challenge.
Leave with a game plan.
No Fluff. Just Results.
(60 Minutes)
CX Audit & Action Plan
All the instruction you need to take your customer experience to the next level!
(2-4 Weeks)
A complete review of your customer journey and service operations.
Detailed report packed with prioritized, actionable recommendations.
One-on-one consulting to review and discuss the action plan and answer any questions.
All the instruction you need to take your customer experience to the next level!
CX Strategy Workshop
Turn CX Goals Into an Actionable Plan
90-120+ Minutes
Customer experience impacts your brand’s success, but without emphasis on strategy and timeline, it’s easy to get stuck in reactive mode - fixing instead of advancing. This workshop helps you create a CX vision, and then map it into a step-by-step execution plan you can follow throughout the months ahead.
In this hands-on session, we’ll rank priorities, break them into achievable milestones, and create a realistic timeline. By the end, you’ll walk away with a quarter-by-quarter, month-by-month, week-by-week strategy you can execute at your organization.
How it Works
Define Your CX Priorities – List everything you know you need to tackle this year
Expand Your Strategy – Use guided prompts to uncover additional ideas and opportunities
Organize & Prioritize – Identify dependencies and assign initiatives to the right quarter
Create a Timeline – Break priorities into monthly and weekly tasks for seamless execution
Walk Away with a Plan – A fully mapped-out CX strategy you can start implementing immediately
Hi I’m Kristen
I have over 10 years of customer service leadership experience, the majority with growing direct-to-consumer, online retail brands.