Response Time: Vol. 14 blog hero image

Response Time: Vol. 14

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

With Alex Sanchez, Customer Experience Lead at Fintual.

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

I am a Customer Experience Lead at Fintual. We offer people the chance to save and invest in a simple way.

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

Tom Holland. He is such a cool guy, very caring, and knows how to get the job done. He definitely cares for the people around him.

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

Be patient.

What’s your greatest productivity hack?

A tool named GTD. You track your tasks and plan for the future.

What gif best describes your mental state right now?



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

One time with Aeromexico, I mistakenly chose a ticket from Mexico City to Cancun, but I was already in Cancun, and the customer support team gladly helped me, even though the policies said it was my mistake.

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

Whenever a company does not answer.

Which movie robot would you choose as your AI sidekick and why?

Jarvis from Ironman. He basically knows everything and has a sense of humor.

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

If I knew how to track his daughter’s messages and emails, wtf!

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

My jokes and good vibes.

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

Always answer the client as if you were the one with the problem. Answer how you would like to be responded to.

What book are you reading at the moment?

Klara and the Sun by Kazuo Ishiguro.

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

That she had never been treated like that in a customer chat.

“The support is necessary, but the experience is what makes it awesome”

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 experience, because the support is necessary, but the experience is what makes it awesome.

What was your “15 minutes of fame” moment?

I recorded some commercials and everyone in the street recognized me from the ads. And my voice appeared in a movie commercial, too.

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

It is fundamental to retaining clients.

Conversation closed… for now 😏

If you’re interested in being featured in our Response Time series, you can share your insights on customer service – and movie robot sidekicks – with us here.