Response Time: Vol. 13

You satisfy your customers, but can you satisfy our curiosity?

With Ashley Cicchetto, Manager of Customer Success at AR Workflow.

Please tell us a little bit about your company and what you do there.

I am the Manager of Customer Success for AR Workflow. At AR Workflow, we help restoration contractors get paid, on average, 21 days faster using our one-of-a-kind automated invoicing features.

Which celebrity would be really great at your job, and why?

Richard Ayoade is a British comedian and actor who tends to portray “the socially awkward IT guy” in TV shows and movies. He would be great at my job because laughter is the best medicine, as well as the “have you turned it off and on again?” solution.

What’s the most valuable thing that working in customer service has taught you?

Hardly anything is an emergency. Take a deep breath, communicate your plans, and it will all be OK in the end. It’s not personal – so don’t make it personal. Oh, and laugh a lot, or else you’ll go insane.

What’s your greatest productivity hack?

Music in the background. Some days it’s indie, some days it’s country, some days it’s hardcore rap. Put on the music that makes you feel some kind of way, and then drill into your project.

What gif best describes your mental state right now?

What’s the best customer service you’ve ever experienced?

Intercom, and I’m not saying that to butter you up. I may not get my answer the same day (timezones and all that), but I know that I will get a detailed response, helpful guidance, and the rep won’t laugh (in front of me) when I ask a silly question. AND, they will keep the chat open until I have a clear idea of the answer. Plus, they send funny GIFs and that helps a lot.

What’s the worst customer service you’ve ever experienced?

Anywhere the staff doesn’t want to be there. Cable service representatives, phone service, gas and electric service, big chain stores. When the employees are not appreciated, they sometimes pass their feelings to the customers.

What’s the strangest thing a customer has asked you?

I wish I was joking, but a doctor asked me if I “managed the Google.” Forevermore I was known as “She who runs Google” at my prior place of employment.

What can you do that a bot will never be able to replicate?

Make customers laugh and feel comfortable in their own skin. You don’t have to be an expert to use our software. I’ll meet you at your skill level and go from there. And, you’ll have fun with me while learning.

What do you doodle when you’re on video calls?

I can’t doodle! The only video calls I attend are when I’m running them, so doodling would be rude. HAHA.

What’s the one piece of advice you would give to your peers in the customer service industry?

Listen to Annie when she says, “The sun will come out tomorrow.” Because today may be a dumpster fire, but tomorrow is a new day.

What book are you reading at the moment?

Fantasy. If you have not downloaded GoodReads, I suggest you do. Lots of awesome book suggestions. I’m currently reading Snow Like Ashes by Sara Raasch.

What’s the best thing a customer has ever said to you?

That I made them feel “not stupid” and they looked forward to working with me because I boosted their self-esteem. Awww 💜

Where do you get your support leadership news?

LinkedIn, usually.

What words make your skin crawl?

Mispronounced words. EXpresso (espresso), ALSTimers (Alzheimer’s), BUHcause (because), and PROLLY (probably). And so many more. My mom was a teacher, so I still fear writing lines across a chalkboard…

How would you explain your job to an alien?

You did a job for another alien and now that alien owes you money. I train aliens to use our “beep-beep boop-boop” (computer software in alien speak) to send invoices to those customers and collect their hard-earned money.

What’s your most used emoji in customer chats?

🧐

Do you identify more with the title “customer support,” customer service,” “customer success,” or “customer experience,” and why?

Customer success. I do all the things to help you succeed. I support you, provide service, and help you gain experience so you can succeed 🤓

What was your “15 minutes of fame” moment?

Still searching for it … have you seen it? I can’t find it.

What do you wish people knew about working in customer service?

You’re never going to stop having to type (or say), “You know that article you just scrolled past? Yeah, that one. It has the answer you’re asking me for. In fact, it’s even in the title. But that’s cool, I’ll spell out the same thing that is in the article you decided to skip past reading.” And, you’ll learn to do it with a smile and kindness 😅

Conversation closed… for now 😏