Page 71 - Cyber Defense eMagazine June 2020 Edition

clients and employees, guide them on better methods, but do so with empathy (and not punitively). By
setting this example even in coaching scenarios, they will get the message of what is expected.

Invest in Your Culture: In my experience, happy employees do, in fact, make happy customers. Focus
on building a culture that includes rich offsite experiences not focused on work, volunteering events, a
strong total rewards package, and employees from diverse backgrounds. However, having a strong
culture has to go beyond the obvious benefits and team building events—it means creating a place where
employees feel heard and can safely voice their opinions, ideas, and frustrations, and know that valid
input will be acted upon.

Employ Customer Satisfaction Programs: If you haven’t operationalized a Customer Satisfaction
feedback program, it is highly recommended to gain feedback directly from clients on their interactions
with staff. Share this feedback with all customer-facing personnel regularly, set goals around these areas,
and track progress with the whole team.

At the end of the day, services staff are people too. Frustration is understandable, especially when
common mistakes with serious, preventable consequences are seen frequently. But it’s important to stay
focused on the mission—helping clients and driving revenue. Demonstrating empathy helps accomplish
both goals while improving the overall culture of the organization.

About the Author

Jessica Smith is the Senior Vice President of The Crypsis Group. Jessica
is a veteran practitioner of digital forensics with an extensive record of
involvement in complex civil and criminal cases, Jessica brings her
experience and know-how to The Crypsis Group’s client engagements
as well as helping direct the daily operations of the firm, focusing on
professional service projects that allow Crypsis to continue to scale. She
previously was Managing Director of Digital Forensics in Stroz
Friedberg’s Washington, DC office, where she was responsible for co-
managing the firm’s technical operations in the areas of computer
forensics, cybercrime response, and incident handling. Over the course
of her career, Jessica has provided expert testimony and performed
forensic analysis of digital media in many challenging and high-profile
cases. She has evaluated obstructive deletion activity in securities fraud
cases, covertly acquired and analyzed media in cases involving theft of intellectual property, and
identified and reconstructed deleted, fragmented digital DNA files relevant to a multiple homicide
investigation and death penalty trial. A member of the American Academy of Forensic Sciences, she has
presented at the group’s Annual Meeting and received its 2008 General Section Achievement
Award.Jessica can be reached at our company website https://www.crypsisgroup.com/

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