Response Time: Vol. 28

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

With John Wisnieski, Customer Success Operations Manager at ArcSite.

Please tell us a little bit about your company and what you do there.
I’m the Customer Success Operations Manager at ArcSite. Here at ArcSite, we deliver a sophisticated yet easy-to-use mobile computer-aided-design (CAD) app for design and data collection. Our goal is to democratize CAD for all!

What word or phrase in customer service jargon should be retired?
“Change management.”

Which celebrity would be really great at your job, and why?
Bill Murray, because he doesn’t take himself too seriously.

What’s the most valuable thing that working in customer service has taught you?
Although the customer is “always right,” sometimes they are not, and learning how to tactfully address that is key to success.

Describe the essence of great customer service using only three words.
Listening is gold.

Which movie robot would you choose as your AI sidekick, and why?
Johnny 5 from Short Circuit, because he always needs more input.

“At the end of the day, the CX is what defines success for your support team”

What can you do that a bot will never be able to replicate?
Provide real empathy.

Do you identify more with the title “customer support,” “customer service,” “customer success,” or “customer experience,” and why?
“Customer experience,” because at the end of the day, the CX is what defines success for your support team. It’s the individual CX that translates into higher CSAT, NPS, and revenue.

What’s the one piece of advice you would give to your peers in the customer service industry?
Humble yourself before you wreck yourself!

What’s your greatest productivity hack?
Taking time to help customers first thing in the morning always leads to a more productive day and centers your attention on what really matters.

What book are you reading at the moment?
12 Rules for Life: An Antidote to Chaos by Jordan Peterson.

If customer service was an Olympic sport, what would be the main event?
The ticket steeplechase.

What’s the best thing a customer has ever said to you?
“You’re right.”

What gif best describes your mental state right now?

Where do you get your support leadership news?

What do you wish people knew about working in customer service?
That CS serves a purpose beyond the individual customer and has a direct correlation to growth and revenue.

If you wrote a book about your experiences in customer service, what would the title be?
“Customer Purpose.”

What’s the strangest thing a customer has asked you?
“Have you seen any good bands lately?”

What’s your most used emoji in customer chats?


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.