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What makes a Customer Liaison Officer indispensable during incident management? Join us as we tap into the expertise of Kat Gaines, who shares her invaluable experience and detailed examples to illuminate the crucial responsibilities of this role. Discover how effectively bridging the communication gap between incident response teams and customer-facing staff can transform your incident response strategy. Kat delves into the art of aggregating customer-reported issues and managing internal expectations, revealing why sticking to standard processes just won't cut it during high-stress incidents.

Beyond the basics, we explore the nuanced tasks of real-time decision documentation and post-incident action auditing, essential for thorough reviews and continuous improvement. Kat also brings to light the often-overlooked mental health challenges in customer support roles, the pitfalls of heroism culture, and the necessity of setting clear boundaries to prevent burnout. Tune in for leadership strategies that foster a supportive and effective environment, catering to diverse work styles and ensuring your team remains resilient in the face of stress. Whether you're a seasoned professional or new to incident management, this episode promises to enhance your understanding and capability in handling high-pressure situations.

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