The CX Movers and Makers Community - Diana Schr?ter

Welcome to CX Movers and Makers, the series where we introduce some of the most influential people within CX, what they’re working on, and why you should connect with them.?

In this first edition, I’m excited to introduce Diana Schr?ter, CS Advisor & Mentor, Speaker, Moderator and Climate Advocate.?

This is how Diana started

Diana has a pretty impressive career path. She has been working in the customer service / customer experience industry for 20 years now. But the start of her career looked different than you might expect.

Initially, it was at the time when she finished her training as a graphic designer and she realized that that's not necessarily what she wanted to do until the end of her life. After that, she started a job in an ice cream store. And then at some point, she found a job ad from eBay in the newspaper, where they were looking for new people. She gave it a try and started her career in customer service at eBay. As she is a “people person”, it was very easy for her to find her way around working in customer service.

When she started as a customer service agent at eBay it was mainly about answering emails. At that time, she refused to do phone support because she found it particularly hard and it was at a time when eBay introduced a feedback system and you wouldn't get a lot of nice calls out of that.

Back then, Diana was in the trust and safety department, which covered everything related to security.

After a while she requested extra tasks. This is when she took on translation tasks and covered anything that needed to be translated from English to German or the other way around. After that she became a certified trainer which made her go from customer service agent to trainer for customer service agents.

“People development, training and coaching that’s very close to my heart.”?- Diana Schr?ter

This is what Diana is working on today

After working for various different companies, leading them and ending up as Head of Customer Service for eBay Classified, Diana decided she wanted to share more of the experience and knowledge she has gained over the past 20 years.

Today she is a freelance consultant. Diana helps people to not make the same mistakes as she did. Also, she is helping her clients to build strategies and choose the right software for instance. Besides that she also supports customers who don't want to make use of a whole consulting, but prefer to be mentored. That means Diana has a call with them every now and then to assist them and discuss whatever is pressing, urgent or just needs to be discussed to clear their mind. That means there isn't always the need to build a huge strategy.

This is what Diana is excited about

During Diana’s career it was important to her to build organizations that are solid and hire the right people in the right positions and let them do their magic.

Diana is particularly interested and skilled in people management, people development, and therefore also in training and coaching. But besides work, Diana loves spending time in her garden. She spends as much time as she’s able to afford on plants and trees. She is also planting and growing stuff on her own.

For her the ideal scenario is a little bit of dirt under her nails still, friends around, having a nice cooking session outside, some good rosé wine and some good electronic music as well as a little bit of dancing through the night.