When Katie Snow decided to swap the hectic life of restaurant management for the tech industry, she not only altered her career trajectory but also set a new standard for customer success at Wisk.AI. Her story, detailed in a recent podcast episode, serves as a shining example of how skills acquired in the hospitality sector can translate to the digital world, particularly within customer support roles.
The podcast delves into Katie's journey, highlighting the challenges of balancing motherhood and demanding work hours, as well as the serendipitous opportunity that catapulted her into the tech space with Seven Shifts. This transition is a testament to the adaptability of service industry professionals and underscores the importance of recognizing one's strengths and finding the right environment to flourish.
Katie's move to Wisk.AI as the Director of Customer Success and Support allowed her to draw on her hospitality experience, emphasizing the intricacies of customer service beyond just the digital interface. Her approach to customer retention and satisfaction mirrors the meticulous planning and execution akin to a fine dining experience, showcasing the attention to detail required in onboarding tech customers.
The episode also covers the art of delivering constructive feedback within a team, a topic that many find challenging. Katie and host, Mackenzie Kilshaw, discuss their personal experiences and strategies for providing feedback that balances honesty with empathy. They highlight the need for creating safe spaces where candid conversations can lead to both professional and personal growth.
In the tech industry, customer service is often handled through emails or chats, providing a buffer that allows for thoughtful responses compared to the immediacy of face-to-face interactions in a restaurant. This chapter explores how tech jobs can offer a breath of fresh air with better work-life balance, without sacrificing the service skills honed in high-pressure roles.
Trust, as Katie points out, is the foundation of strong team relationships. Building trust through constructive feedback is crucial, yet it requires a delicate touch, particularly when the feedback is personal. The podcast shares a story of a team member whose behavior was affecting team dynamics, illustrating how direct yet sensitive communication led to a positive outcome for both the individual and the team.
As the conversation unfolds, the episode becomes a blend of leading with grace and embracing change. It's a reminder that feedback, when given correctly, can be a catalyst for transformation. Katie's insights serve as a valuable lesson for those in leadership roles and anyone aspiring to create a supportive, trust-based work environment.
The episode with Katie Snow is an inspiring narrative that bridges the gap between the hospitality and tech industries. It provides valuable lessons on customer success, the art of onboarding, and the power of constructive feedback in building a successful team. By tuning in, listeners can gain a deeper understanding of the unseen choreography behind tech support and the importance of empathy in tech leadership.
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