The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161

🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:48 Early Experience in Customer Support

4:14 The Joy of Helping People with Customer Support

7:41 Bridging Gap Between Customer and Business Decisions

13:39 Contact Center as a Customer Insights Center

15:48 Heartwarming Story of Turning it Around for Customers

20:28 1st Class Lounge

26:23 Using AI in Customer Experience

29:13 Improving Agent Experience

31:10 What’s Broken in Customer Experience

34:04 Contact info and closing

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I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

LinkedIn: https://www.linkedin.com/in/ashley-h-28737710/

Website: https://www.prohelpcx.com/

Transcript

Ashley Hayslett: 0:00

Support is an emotional job and it's not for the faint of heart. Like I said, you have to love helping people. To do this work consistently and long term.

Rick Denton: 0:15

You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode we’ll talk with our guests about great CX, travel...and just like the best journeys, explore new directions we never anticipated. I'm your host Rick Denton. I believe the best meals are served outside and require a passport. Let's get going. CX passport listeners. Wow, just wow. Y'all have been so kind to the guests appearing on the monthly CX open to work episode series. Thank you for watching, listening and sharing these episodes to help jobseekers find their next great role. In fact, I want to share a victory story with you. Our last CX open to work guest Emily Stubbs has already landed. So let's celebrate a great CX search victory. With that whetting the appetite. It's time for more. Today I am very pleased to be joined by Ashley Hayslett. I reached out to Mercer Smith, a former CX passport guest way back in episode 116 and asked her for a recommendation for a CX open to work guest there was no hesitation when she recommended Ashley and trust me, a Mercer recommendation is gold. Ashley most recently was the head of community support for clubhouse where she brought tangible business results through improved customer experience think increased revenue reduced costs. Prior to clubhouse, you would have found Ashley in community and customer experience roles and leadership roles at gregarious helix sleep hungry route and others, folks, Ashley isn't just your next best CX role candidate. She's a great follow on LinkedIn, sharing insight and treating this job search with humanity and humor. I am learning so much from what she has to say. I've been so encouraged by the CX open to work series and your engagement with it. Thank you viewers and listeners. Now, buckle up. Let's get ready for another trip. Ashley? Welcome to CX passport.

Ashley Hayslett: 2:23

Hi, thanks for having me.

Rick Denton: 2:25

Let's you and I have been talking now for about 10 minutes before we even got started. And I've got this adrenaline, this excitement, this kind of buzz. And I'm truly, truly excited about this. Let's just start off with something kind of simple yet. What is it that draws you to customer experience? Why is this as a discipline important to you as compared to any of the other number of disciplines? You could

Ashley Hayslett: 2:47

do? Yeah, I think I think the people who are best at this are people who like genuinely like helping people and I really love to help people. And for me that the help thing for me is getting people to the aha moment like that lightbulb moment when you like hear or see them get something. I started doing this in college. We had a university Information Technology Services is run by students. We ran the help desk, we ran the tech labs. We did desktop support, network operations, all that stuff. So we got like all this really spectacular like Tech experience in school when like I was a classics major, I didn't know how to like what we

Rick Denton: 3:35

could do an entire show that classics majors do in tech support. Hang on. Yeah, that's

Ashley Hayslett: 3:42

awesome. Yeah, but I remember I got I was on the phone with a student when a who just needed help set me up for classes like I was in college. More than 10 years ago. I don't want to do that math. But we were using like, brand new technology for digital class selection, okay, and it was terrible. And people's at home internet was really bad. Back then, like we were still between dial up and DSL. And he was just he was in a wheelchair and he couldn't come in to pick his classes. And he was just having a really hard time I spent maybe two hours on the phone with him picking his classes for him because like the deadline was in two days. And he was just so happy and that felt so good to like change someone's day like that he was so frustrated when he got on the phone and I had so many experiences like that while I was a student. Even when I wasn't working like I remember, I was a classics major. So my professors were not particularly tech savvy. And I spent a lot of time in their offices just like setting up their desktops and just like making sure they had access to JSTOR the way that they should and stuff like that and they were they would just be so happy. I'm like maybe like an extra right.

Rick Denton: 4:59

So hey, Tell me you're doing it out of the goodness of your heart.

Ashley Hayslett: 5:04

I helped them. Yeah. Yeah. So I started in college. And then I moved to New York. And that was at the time when startups were brand new in New York City. Like, I mean, that brand new, but like, when New York was like, we're gonna be a tech startup place. What's Silicon Valley? Yeah. And it was really easy to get support jobs at places like that. And so I started and they were all very early, high growth tech startups, completely different audiences every single time. But still, in a situation where I was either getting people to that aha moment, or just like turning a day around like Paperless Post was great. Like helping people with their wedding invitations, or bar mitzvah invitations for completely reprinting things when we did have paper, then and, yeah, so it's just, it's like this adrenaline rush of like, Oh, my God, I turn this person say around,

Rick Denton: 5:56

I think like, we need to cut that segment out right there and just have not edited out but actually amplify it. In the sense of, you know, a lot of times we hear that customer support rules are, and they are difficult, and I'm not diminishing that at all. They are they are difficult, they are challenging. This this self reward, though, that you're getting out of that have the opportunity to have somebody be able to turn it around. And that that has carried. And what I'm hearing you say is that was sort of the beginning of it. How, what be kind of from there, to the most reasonable? How did that initial sort of spirit of I want to make somebody's day? Yeah. How did that carry forward as you advance through customer experience, customer success, customer label XYZ roles.

Ashley Hayslett: 6:46

It's the extension of me, like having that really good moment to everyone else, right. So like, my first advancement in leadership was training. And I started training new team members, and sometimes people who were just new to the company to help them understand like, here's what we do, here's what you do, here's how it's related to what users do. Here's how to make sure what you're doing makes sense to our users. So they continue to have a good time on our platform, right. And like, from there, it was starting to own the team and build the team and making sure I was building a team with people who did like helping people and kind of had that spark. And we're filling gaps on the team. Like if I'm not great at this, who's going to be great at that and complete that experience. And from there, helping the leadership team like CEO, VP, whoever understand like, we should make these decisions. So our users are happy, because then we're happy because we're getting more users and making them money. And just making them understand that it's not just like, we're not building features, just for the revenue. That is what a business does, whatever. Sure. But understanding and making sure that your users are happy and understand how to use your platform and want to tell their friends like, like almost a silent NPS survey, right. I don't think real NPS surveys are great. They're like not my favorite thing. But you when you see referrals come in from your current users over and over again. That is a great litmus for how your NPS is.

Your CX Passport Captain: 8:30

This is your captain speaking. I want to thank you for listening to CX Passport today. We’ve now reached our cruising altitude so I’ll turn that seatbelt sign off. <ding> While you’re getting comfortable, hit that Follow or Subscribe button in your favorite podcast app so you never miss an episode. I’d love it if you’d tell a friend about CX Passport and leave a review so that others can discover the show as well. Now, sit back and enjoy the rest of the episode.

Rick Denton: 8:56

I want to come back to that. But she said something that I don't want to lose. And he talked about, hey, we wouldn't we're talking to the VPS or the sea levels or that sort of stuff about hey, here's what's going on how it in some companies, it's small enough that everybody's just aware of it all the time. But as companies grow, there's a disconnect between what is actually happening with the customer and leadership decisions or forget the word leadership, just business decisions are being made. How did you help bridge that gap? How did you elevate the customer in the eyes of those, making the business decisions

Ashley Hayslett: 9:26

metrics, like learning how to, like find the right metrics, learning which metrics were important for whatever goals we had at that moment? And then explaining like other kinds of CS metrics that leadership or whoever else don't usually see or understand and under like, explain, especially like CSAT I think CSAT is a funny metric to measure sometimes because it just to see oh, it might just sound like one person just complaining. Just answering them better. But explaining to them like actually, what's happening here, this person is giving us feedback about the product like this, or about the policy, like they reacted this way, because they didn't like that we had to enforce this policy. So learning how to not just analyze and collect the metrics, but how to really show them to the people who are making the business decisions to understand like, here's what this means. And if we did these things, they would go up or down, whichever way we want them to go. And then we get more users or we get more retention, etc. So just it was a lot of understanding how to show them and talk through the metrics with that,

Rick Denton: 10:44

I hear a very mature approach to customer experience in what you're describing there. Because, and I'm the first in line in this where I say, you know, hey, customer story, I like the emotion part of it, how do I elevate the customer, I get the customer story there. And I think, I think that can start to it motivates the buy in but the logic never goes away. And I love that you started with the metrics there. And you started to mention this. And I'd like to know a little bit more about how you went from some of the metrics that are direct customer metrics. CSAT. right with that is customers says X, Y and Z on a survey. And we know that that number, that's not the same as dollars. We're out of the company. How do you go from that? To what you were starting to talk about that? You know, how to the revenue, the retention? How do you bridge that gap? In a business decision mind from customer to business results? Yeah,

Ashley Hayslett: 11:39

it depends on the all this stuff is relative to like, what your business is and what your goals are for the quarter for here. But when I started doing this, I of course started with the emotional story, like users are really upset about this, like we have to change this. And when I realized that they weren't reacting to that. I was like, how do we prove this? How do I do? And it was just numbers. And at the time, we were really trying to understand how to scale the support without spending more like in a smart way. And I started tracking cost per ticket. And when I started doing that, I started finding patterns in where we were sinking a lot of our time in the inbound, right. And a lot of it was stuff that was fixable, but kept getting banned, dated or pushed aside or items boxed. And once I let that float to the top and showed them like, Hey, we're sinking 1000s of dollars a month. More than that, in helping people work around these bugs that we're not fixing. But we're also not releasing new features. So why is that happening? And when that happened, we just we built a completely new process on bug reporting and triaging and stuff like that. And it just it that reduced our inbound because the bugs were gone, right? Yeah. And it reduced how long? It took us to handle things because we weren't like hand holding users through workarounds that were not intuitive. So just like thinking about things like that, it's not even just the revenue, sometimes that is a really good trigger. But sometimes it's how do we convert people better? Well, what's keeping people from converting when they talk to support or anything like that, like, what is the big thing we're trying to do and how to support push the business forward that way,

Rick Denton: 13:39

once you've definitely kind of brought to the top, here's something that I've talked about a lot, and that is oftentimes the customer the contact center is viewed as this cost cost. So we got to spend a lot of money, or whatever. Whereas I, I've tried to help clients understand this and clients that are successful do understand this, that no, it can be a customer insights center. And in what you just described, and what you just described, there was, hey, look, do you want to know which bugs to fix? Do you want to know which products to add sometimes be hard to prioritize? Why don't you just let the customers who are already contacting us use that information to be the insights so that it elevate that into that converted into like you said either reduced costs, or these new products, increase conversion and and move things forward? In a any profitable way? It's the context center is just such gold, it is a goldmine that is so often overlooked.

Ashley Hayslett: 14:35

And I've had I've had product teams say like, oh, that this, this feedback is so ambiguous, and I'm like, but it's not. Like there's really like verbatim like feedback from what users are saying, This is not ambiguity, I can give you literally 200 tickets about what users are complaining about and maybe something about that as ambiguous to you but if you want me to boy We'll get down to like the actual thing we need to fix. I can absolutely do that. Like, it's, that's a conversation that I've had so many times and oh my gosh, is so baffling to me.

Rick Denton: 15:10

You actually made me snort laugh there in time, so there was not a snort lab on the recording. But my gosh, you did that. Ashley, I want to go back to something that you'd said, because you and I definitely we could talk about the business results. And I think you and I could get each other wound up a bit. Why are folks not listening? There's so much insight there. Let's go back to something that you said. I do want to. So that was the logic. I want to talk a little bit about the heart side of this to the thing that initially motivated you in that what? What are some particular either heartwarming or just special stories where you really did turn it around for someone I love that story of how you hope that that person registered for classes. What about in the post college life?

Ashley Hayslett: 15:50

That's a good question. I remember when I when I worked in area, which was y'all can Google this. It doesn't exist anymore. And that's because Congress said what are you doing? Whatever. But it was basically a technology that allowed you to watch broadcast television on a mobile device. Oh, yeah. Like this was 10 years ago. Yeah. It was like one of the first support people there. And I spent a long time on the phone with someone who just really wants to record their show. And, and, you know, this was broadcast TV. So it was like, I'm almost certain it was like prices, or something. This was overtime.

Rick Denton: 16:39

Prices, right?

Ashley Hayslett: 16:40

Yeah. So in this was an older person. And they were really the target audience for this because they were doing this on an iPad, we really wanted people to be able to do this on mobile devices versus desktop where it actually worked better. But you know, I was talking this like older person through like, here's how you clear your cache on a mobile browser on your iPad. And here's how we're gonna sign you up for this app and make sure your antenna is working. And here's how you get through your, there's no remote, I'm so sorry. There's like, just like all of those steps, just getting this person through it to be able to record their show. And that's the one that I remember. And then when I worked at unpacked, which they brand themselves as the kayak of moving companies, which means that you find a moving company that fits your moving need. So you just say like, this is where I'm moving to from. And you get a list of movers and their prices and discounts or whatever and what they can and can't do what insurance they do or don't need to move you. And I remember, moving is terrible. This number I was helping. Our job was to help the movers and the poop people who were moving. We didn't have to separate teams for this. So I was getting this woman through a long haul move, like their stuff was where it was supposed to be. But the movers had broken a crystal chandelier. Which sucks. Yeah. But because this happened, and she signed the papers that waive their liability if anything got broken, and didn't have extra insurance on it. She was holding somebody else's stuff hostage. Oh my gosh. So that happened a lot. It is a thing that happens a lot and like big moves like that. But having to communicate between her just back and forth and like talk her down and help her understand, like, here's what you can do. I'm so sorry, this happened. We do have to get that stuff to that person, too. And talking through like best practices with the movers. They really should. This was like a priceless thing and was packed really well. But they stopped it really poorly. Like they're they always had to take pictures of everything that they move. So we always had evidence. Just like getting them to a compromise was one of like the best de escalation I think I've ever done. But it's just like stills and Val valleys and peaks of the kinds of stuff that we deal with that can be frustrating and exciting. The things that make you get off the phone and say oh my god, that was so good. This woman's day was just like, completely made or like that person was awful, but I help them they got what they wanted. And you know, we still have a customer. I'm gonna lay on the floor for a second those things happen. But like Yeah, so for It is an emotional job. And it's not for the faint of heart. Like I said, you have to love helping people to do this work consistently and long term. But in the end, like even when you don't particularly personally have a great interaction, you know that you move someone forward and like that's still a plus to me

Rick Denton: 20:28

actually, you're correct. Moving sucks, moving, terrible, a lot of awful things and moves, a lot of travel. And sometimes travel even if you're not moving can be exhausting. And that's where the lounge can be kind of nice. So I'd like to invite you to stop down. Let's have a break here in the lounge. Join me here in the first class lounge. We'll move quickly and have a little bit of fun here. What is a dream travel location from your past?

Ashley Hayslett: 20:54

From my past? When I was little, little, little, little, I barely remember this trip. I went on a trip to Germany with my nanny who's from Germany. She taught me with her to visit her mother. I call more than two or three. So I don't remember anything other than like eating a lot of chocolate and sausage. Remember what? Wait, hang on. Oh, yeah, I had a great time. Were you in heaven or Germany? That's all I remember. And I don't even remember where? Because I haven't talked to her about this in a really long time. But man, I haven't I haven't been on country in a really long time. And I've been thinking about like getting back to Germany, like as an adult for a really long time. I'd love she

Rick Denton: 21:36

do. Well, definitely for chocolate and sausage. I would be Yeah. It's part of the Denton family plan. Actually, she we got a My wife's brother is living there. And her and his wife, they're in Germany right now. And so we went to visit them while they're there. Now I know I'm going to focus on sausage and chocolate. I'm

Ashley Hayslett: 21:53

from Wisconsin, like, I am always happy. Like,

Rick Denton: 21:59

oh, platters office, sign it up. Absolutely. Yeah. What about going forward? What's the dream travel location? You've not been to yet?

Ashley Hayslett: 22:04

I have not been to. I think right now the thing that's been on my mind a lot is South Korea. I have a lot of friends who have been going and the last like year and a half. And I don't know like, the way the Instagram algorithm works is that it's really influenced by your friends like likes and things and my Instagram feed is maybe three fourths Kpop they're not even things that I really care about. But what yeah, when am I gonna go? So I've been thinking about that a lot. But I'm also I'm a kind of traveler that has to have like some handle on the language before I go somewhere. So I need to I need to really need to work on my Korean because I haven't even started so

Rick Denton: 22:53

that that one certainly that's a little more challenging than just popping off a little bit of Spanish in the weekend. To get that one done. One thing my son was studying abroad in Japan, and he did a weekend trip over to South Korea and one thing that he talked about was the food we've already talked FishHawk ly last season. Absolutely. What is a favorite thing of yours to eat?

Ashley Hayslett: 23:11

Oh, I won't say sausage again. Because I think that's the next question. I always like to shock people and tell people that my favorite vegetable has been since I was a little kid broccoli. Oh, okay. All right. Broccoli is a vegetable that I eat the most. It is actually probably one of my favorite foods. I eat it by itself. I don't know why it's good. It smells so bad. Like I love broccoli. Like I eat it like I should drink water. I think there's always broccoli in my head where

Rick Denton: 23:45

there's that's not a sentence I expected to hear. I'm one of those that likes broccoli.

Ashley Hayslett: 23:50

I love broccoli.

Rick Denton: 23:51

So well broccoli usually comes up as the answer or often comes up as the answer this question but what is something you hated as a kid while you were growing up but you were forced to eat mushrooms?

Ashley Hayslett: 24:05

That was quick. Yeah. I like even now I can barely eat them. I'm really sensitive to texture. My mom loved mushroom she put mushrooms and as many things as she possibly could. And like anything else if mushrooms didn't exist, this question would be hard to answer because my mom didn't really force me to eat rice that I didn't like but when it came to mushrooms is just because she put it in everything and she would get frustrated when I pick things out. She just like just eat it you're wasting food I'm like but it's just fungus like why are you making me eat this? Pizza and Spaghetti salad raw and cooked on steak I can eat I'll eat it cooked on a steak or like raw in a salad now but when I was kept like what are you doing?

Rick Denton: 24:57

There's progress. You can have a little yeah It is fun to see the evolution that we've had closing out the lounge. Back to travel What is one thing when you are traveling, not including your phone, not including your passport that you will not leave home without.

Ashley Hayslett: 25:12

I don't like flying. And I have to while I'm flying just like beach shell. And I'm not I'm not counting my laptop as the thing. It's Jurassic Park. Okay, so every time I fly, I watched Jurassic Park. And that might sound crazy. It's so distracting. It's my favorite movie. But like, it's because it's predictable. And I know what's happening. It keeps me distracted. And there's something about the action in the movie, just like the rumble of the dinosaurs running and things like that. That works with flying, where I'm less bothered by flying and being in the cabin. Because I'm watching my favorite movie that is about the absurdity of humanity testing science to its limits, and shaking dinosaurs and chasing people. I don't know like, I haven't watched anything else on a plane in the last like five years.

Rick Denton: 26:23

Actually, I love that because there have been some unique answers to that question is when when you're talking to 250 people that you get a unique answers. I don't know that I've ever had like the movie as being the answer. I like that. That's that's something I watch it every time. That's the fun of having these these conversations. I want to get back to the world of customer experience here in the back half of the episode. Especially when we're talking about the CX open to work conversations. I really like to know what your perspective is on, you know, what is it that companies are missing? In customer experience? And whatever definition you want to use for customer experience today? And how can they improve on what's missing?

Ashley Hayslett: 27:01

Like this is not how you're asking the question. That's how I'm gonna answer it. I feel like they're missing the point of how to use AI. In some work right now, okay, or CX or anyone? Yeah, yeah. Every conversation that I've had with anyone in leadership, who wants to bring it up to me has been cool. So we don't want to hire people, or we want to reduce costs here. So we're weird. We want to put in some AI? And how do we do that? And where do we do it? And I have to make them slow down? And ask them like, Do you know what AI means? You know, what tools are available? Are you just saying words? And then explain to them? You're right,

Rick Denton: 27:45

though having to take the very, very beginning. Yeah, with this is

Ashley Hayslett: 27:49

don't know what it is and what's actually available. Like, we're not just slapping Chachi PT on something like GBT is not going to answer things about your product, especially if you don't have like, some kind of robust thing for it to train on about your product. And so explaining that and taking them through that and helping them understand where AI can really help and why they need to move out of the we're doing this to save money. mindset to we're doing this to improve the actual customer and agent experience. Amen. He's like, like the, they never think about the agent experience and helping them understand that like, the more you improve that experience, the more we're going to improve the user experience. So using AI, they're first is often like the better place to start. And it helps you understand like, how does AI work for CX? So training something on like, and getting the right macros to someone or suggesting that and then training it externally for like, I've gotten to this place where I don't want to call it ticket deflection anymore. I don't know what I want to call it because ticket deflection sounds too negative, but it's just like, best help or whatever. To the point of like, not blocking users contacting you, but helping people get answers they need, whichever way they need to do it.

Rick Denton: 29:20

Yeah. Oh, man. I almost want to stop right there. But no, there's there's more that I want to ask you about. But you have you saw my neck getting sore from nodding heavily there in that that that is one of the things that frustrates me that I hear that oh, great, we can put this in and we can cut 75% of our staff. And that may be a business outcome that does occur. Yeah. However, that shouldn't be the goal. The goal should be improved customer experience, which then in turn creates better business results. Improve agent spirits, and I love your approach to agent experience, which, oddly enough for those of us that are kind of at least semi aware of this and I'm not calling myself an expert. I'm semi aware of it. at conferences and that sort of thing, right? Is that's one of the easier I almost want to say that places to start because agent assist I agree has so many just simple applications, that it amazes me that there are so many folks outside of the circle that don't know, that's a great and yeah, reasonable place to start. But I

Ashley Hayslett: 30:21

also think I think it's because all the tools that were built first were for the external experience, like we've had automation, internally for a really long time. Which people who are outside of CX don't really realize either, but the the tools for the AI tools for improving agent experience are kind of new. And we're still just like trying to figure out what's the best way to do this. And people are still building newer tools for it. And it's only just starting to be built into the support platforms to help people internally instead of just externally. So yeah, I think we're just figuring this out still. But I do think, in general, like improving agent experience is usually one of the first and easiest and best ways to improve the customer experience no matter what tool you're talking about.

Rick Denton: 31:10

Yeah, yeah. And I love starting there, especially because you're talking to a community that can feel a little bit anxious when their conversations and accompany around this adoption of this technology, because they hear AI job loss when there is and I don't want to diminish it. Yes, that is a likely outcome in many cases. But the idea of assisting agents, do you no longer wanna have to take notes after a call? Boom, it doesn't worry you those sorts of Wait, I don't have take notes. Or that. Yeah, actually, I just, I peeked at looked at the clock, I cannot believe we are already out of time here. I want to ask you this. Yeah. And it's probably a combination of what we just talked about what's broken and customer experience. I want to know kind of how can you help companies? Unbreak. Sorry about that words, customer experience? And then really what's next? For you? Yeah, customer experience.

Ashley Hayslett: 32:04

Yeah, I have really been diving into the deep end with the AI stuff. Like I love figuring out how to set up a chatbot, or any kind of external AI programs for businesses, because it's not one size fits all. It's very it requires customization. And the thing that I love about changing jobs is that I get a new audience. And there's a new piece of that now with this new technology coming in is that I get a new audience and I get a new challenge to figure out with this tool. Understanding like, how does this audience want to be helped, but how can I also help them help themselves better and faster. So coming into the places and having conversations with leadership about like, here's how I know you want to use this tool, but here's maybe the best way to start with it, and how it can scale with you. So I think that's like where I'm really focused right now and kind of want to make myself like an expert there and just really dive in, even if it's just like consulting or coaching other people who are kind of doing the same thing. I'm unfortunately obsessed with like, better as a as a, as an older millennial who doesn't like talking to support. I really love making self service as accessible and useful and successful as possible. Because I know there's just like a huge group of people who prefer that as far as help goes. And I think that we end up losing a lot of users and customers because that resource doesn't exist for it's not good. So helping companies understand that and then make that platform better, is where I've kind of been focused the last like, even like five, six years. But as the tools become more robust and better, I It's like, my focus can only like get better from there.

Rick Denton: 34:04

We're going to end right there that is that is I love that approach of how it can be accessible, how it can be better how it can be desired. It's not about deflection, it's about providing the optimal customer choice and what and how you can then help that next company. Do that in a way that works for them for the customer for the final, final business results as well. Ashley, if folks wanted to get to know you to learn a little bit more about you your approach to customer experience, or you know, talk to you about, Hey, I heard this, I want you in my place working for me helping me make customer experience better. What's the best way for them to get in touch with you?

Ashley Hayslett: 34:41

They can either find me on LinkedIn, where I'm usually being a little feral about support. Or they can they can find me on my website, which is Pro Help cx.com They can contact me through there and just see all the kinds of stuff that I'm working on and help With

Rick Denton: 35:01

an ad we'll get all that in the show notes as listeners and viewers you know scroll down, click that link and find out about Ashley's feral approach to customer support. I think in the last minutes of the show, you just gave me the title of the episode. Oh my gosh, Ashley, I really enjoyed. Thank you for being part of this open to work series. I look forward to hearing and telling your story of being the next great success. In this series. I have ADD, not only did I just enjoy the conversation I learned from you today, which is always a delight for me. And I know that listeners and viewers did as well. Ashley, thank you for being on CX passport. Yeah,

Ashley Hayslett: 35:40

thank you for having me. I appreciate it.

Rick Denton: 35:47

Thanks for joining us this week on CX Passport. If you liked today’s episode I have 3 quick next steps for you Click subscribe on the CX Passport youtube channel or your favorite podcast app Next leave a comment below the video or a review in your favorite podcast app so others can find and and enjoy CX Passport too Then, head over to cxpassport.com website for show notes and resources that can help you create tangible business results by delivering great customer experience. Until next time, I’m Rick Denton and I believe the best meals are served outside and require a passport.