Leading with compassion and empathy

Amy embraces her role as a Customer Care Supervisor by fostering a supportive environment that empowers her colleagues to share their voices confidently. Inspired by her compassion, we asked her a few questions to gain insight into her leadership style and how she motivates and builds trust within her team.

It isn’t just about customer service. It’s all about mentality—all of it: your mentality, my mentality. We can overcome ANYTHING if we are willing. It stops working when you stop hearing people. I don’t just listen—I hear. I don’t just tell—I show. A good leader gives what a good customer care agent gives; we just give it to different people.

You are here to help someone on what could be their worst day, but if not, at least their worst moment. How would YOU feel? Regardless of how factual the situation, the feelings are real. It can be just as rewarding as it is difficult, but you matter. Without you, there is no one for even YOU to call when things aren’t working out. The person on the other end could be your loved one. Are you ready to help?

In our virtual world, the only way to build trust is by seeing evidence. While that may seem more confusing, it’s actually easy and clear. How can I show you I understand? I share experiences and offer what I would need given the same situation. You will feel that sense of safety. I am 100% transparent and set clear expectations. Moreover, I show them first. Leading by example is the only way to get what you want from a team; you have to give it first. When that bond grows, they will know I am there to catch them before they fall.