Charlotte Ward

Customer Support Leaders

Business EN ↓ 370 episodes

Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.

Author

Charlotte Ward

Episodes

68: Self-care in Support with Ryan Klausner 06.05.2020 7:00

Send us Fan Mail Week 18 Topic: Self-care in Support Ryan Klausner believes burnout doesn’t always automatically mean time out. Support the show

67: Self-care in Support with Greg Skirving 05.05.2020 7:00

Send us Fan Mail Week 18 Topic: Self-care in Support Greg Skirving references ancient history and how we should work on our perception of time to take greater control of our day. Support the show

66: Self-care in Support with Ulrike Pitzschke 04.05.2020 7:00

Send us Fan Mail Week 18 Topic: Self-care in Support Ulrike Pitzschke and I talked about self-care before the current coronavirus crisis, but the topic seems all the more timely now. Listen to her talk about boundaries in remote work, and how to find space in a busy day. Support the show

65: Onboarding New Hires with Ackerman 01.05.2020 7:00

Send us Fan Mail Week 17 Topic: Onboarding New Hires Ackerman joins me for the first time on the podcast, describing how onboarding should be seen as a way of introducing your new hire to both product and company. Support the show

64: Onboarding New Hires with Kaylin Bailey 30.04.2020 7:00

Send us Fan Mail Week 17 Topic: Onboarding New Hires Kaylin Bailey joins me to talk one-to-one for the first time, where we discuss the value of leaving down time in your onboarding agenda. Support the show

63: Onboarding New Hires with Craig Stoss 29.04.2020 7:00

Send us Fan Mail Week 17 Topic: Onboarding New Hires Craig Stoss and I compare notes as two seasoned Support Leaders who are onboarding at new companies in the same month! Support the show

62: Onboarding New Hires with Ash Rhodes 28.04.2020 7:00

Send us Fan Mail Week 17 Topic: Onboarding New Hires Ash Rhodes isn’t a List Person, but he knows they’re useful for onboarding. We also find a name for that spyglass thing you do with your hands. Support the show

61: Onboarding New Hires with Lauren Rose Eimers 27.04.2020 6:44

Send us Fan Mail Week 17 Topic: Onboarding New Hires Lauren Rose Eimers returns to the show, to tell of the advantages of a strong knowledge base and hiring self-starters. Support the show

60: Building Leaders in Your Team with Greg Skirving 24.04.2020 6:59

Send us Fan Mail Week 16 Topic: Building Leaders in Your Team Greg Skirving describes the value of “de facto leaders” in our team, and how that’s often a natural stepping stone to leadership. Support the show

59: Building Leaders in Your Team with Ryan Klausner 23.04.2020 7:00

Send us Fan Mail Week 16 Topic: Building Leaders in Your Team Ryan Klausner makes his debut on a single guest spot, to discuss the importance of investing in potential leaders in your team. Support the show

58: Building Leaders in Your Team with Josh Magsam 22.04.2020 7:00

Send us Fan Mail Week 16 Topic: Building Leaders in Your Team Josh Magsam returns, and describes how he eventually lets budding leaders make their own mistakes, or achieve their own successes, without hovering around them too much. Support the show

57: Building Leaders in Your Team with Ash Rhodes 21.04.2020 6:59

Send us Fan Mail Week 16 Topic: Building Leaders in Your Team Ash Rhodes believes that potential leaders make themselves known through demonstrating initiative and ownership. What’s next is how we foster those qualities. Support the show

56: Building Leaders in Your Team with Meredith Molloy 20.04.2020 6:59

Send us Fan Mail Week 16 Topic: Building Leaders in Your Team Meredith Molloy returns to talk about how you spot, and care for a unicorn! Support the show

55: Panel: How customer-centric are you? 17.04.2020 1:03:06

Send us Fan Mail Specials: Panel 5 Seven leaders join me on this large, diverse panel, talking about what being customer-centric means to them, their teams and their organisations. We cover the good, and the bad, and finish with some great advice from all. Support the show

54: Panel: Customer communications in a crisis 10.04.2020 49:36

Send us Fan Mail Specials: Panel 4 Five leaders talk with me about their strategies for communicating with customers during this, and any other, crisis. Support the show

53: Panel: Handling layoffs like a human 03.04.2020 54:29

Send us Fan Mail Specials: Panel 3: Six leaders join me on this panel, discussing how to handle layoffs, and treat humans with dignity and grace in difficult times. Support the show

52: Panel: Corona-crisis check-in 27.03.2020 1:06:15

Send us Fan Mail Specials: Panel 2: Five leaders join me in this special episode which concentrates on real experiences in the aftermath of the first escalation of COVID-19, where many of us are in voluntary or enforced home-based isolation. Support the show

51: Panel: Women Leaders in Support 20.03.2020 1:07:32

Send us Fan Mail Specials: Panel 1: Five leaders join me in this International Women’s Day Special, to talk about Women Leaders in Support, and Women in Leadership in general. Support the show

Upcoming Specials 16.03.2020 2:52

Send us Fan Mail Announcing The Specials! Support the show

50: Hiring in Support with Josh Magsam 13.03.2020 6:59

Send us Fan Mail Week 10 Topic: Hiring in Support Josh Magsam hires leaders for support programs. Here we talk about finding and assessing those potential leaders. Support the show

49: Hiring in Support with Alyssa Percell 12.03.2020 6:59

Send us Fan Mail Week 10 Topic: Hiring in Support Alyssa Percell has a top tip for getting more from the interview process! Support the show

48: Hiring in Support with Craig Stoss 11.03.2020 6:59

Send us Fan Mail Week 10 Topic: Hiring in Support Craig Stoss ponders how we might hire for more than a basic job description checklist. Support the show

47: Hiring in Support with Kristina King 10.03.2020 6:45

Send us Fan Mail Week 10 Topic: Hiring in Support Kristina King uses a 6-month internship to hire people with diverse backgrounds. Support the show

46: Hiring in Support with Ulrike Pitzschke 09.03.2020 6:56

Send us Fan Mail Week 10 Topic: Hiring in Support Ulrike Pitzschke talks about the challenges of hiring for support in those early startup days. Support the show

45: Careers in Support with Kristina King 06.03.2020 6:57

Send us Fan Mail Week 9 Topic: Careers in Support Kristina King has put a career structure in place, and we talk about how it benefits the team and the business. Support the show