Thriving in Customer Support: Balancing Boundaries, Embracing Emotion, and Leading with Confidence with Hilary Dudek

Epochal Growth | Empowering Leaders to Create Transformative Change

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Ever felt overwhelmed in customer service roles, struggling to keep a professional demeanor while maintaining your sanity? Hilary Dudek, head of customer experience at Gamma, joins us and shares her unique approach, drawing on her background in musical theater. Learn how adopting different roles or personas can help you set emotional boundaries, protect your energy, and avoid burnout, while still delivering top-notch customer service. We explore practical strategies for clearly communicating your boundaries and ensuring they are respected, helping you to preserve both your mental health and team harmony.
Customer support requires a unique set of skills that go far beyond answering phones. In this episode, we unpack the essential qualities that define exceptional service, such as empathy, quick thinking, and active listening. As AI and automation become more prevalent, we emphasize the irreplaceable value of the human touch in handling complex issues and fostering customer relationships. We also debate the pros and cons of automating repetitive tasks versus using them to deepen customer connections, ensuring you stay ahead in an evolving landscape.
Working in a startup environment brings its own set of challenges and rewards. Here, we celebrate the dynamic culture at Gamma, a growing team fueled by collaboration and shared goals. With insights on how platforms like Canny enhance team communication and feedback, we discuss the importance of maintaining work-life balance and high-quality output in a non-hustle culture. Hilary also shares her journey of building trust and camaraderie within outsourced teams, highlighting the significance of consistent communication and leading with confidence. Join us for an episode filled with actionable advice and inspiring stories that will help you thrive professionally and personally.

“Change will not come if we wait for some other person, or if we wait for some other time. We are the ones we’ve been waiting for. We are the change that we seek.”
- Barack Obama

Kapitler

1. Thriving in Customer Support: Balancing Boundaries, Embracing Emotion, and Leading with Confidence with Hilary Dudek (00:00:00)

2. Establishing Healthy Work Boundaries (00:00:09)

3. The Value of Customer Support Skills (00:12:34)

4. Building a Supportive Work Culture (00:24:22)

5. Building Camaraderie and Trust in Outsourcing (00:37:42)