Response Time: Vol. 29
In our latest “Response Time” interview, we ask Hilary Lawrence, Customer Support Operations Manager at Agorapulse, what they wish people knew about working in customer service, which celebrity would be great at their job, and more.
You satisfy your customers, but can you satisfy our curiosity?
With Hilary Lawrence, Customer Support Operations Manager at Agorapulse.
Please tell us a little bit about your company and what you do there.
Agorapulse is a full-service social media management tool that allows users to really show the value and ROI of the social media marketing efforts. I’m the Customer Support Operations Manager. I look after data, processes, and tools (including automation) for the Support team.
Which celebrity would be really great at your job, and why?
Ryan Reynolds – I’m a huge fan, but also I think he’s a great people person.
“Customer service teaches you that everyone’s brain works differently, so I have learned to allow customers the time/space to express their issue, no matter how frustrated/angry they are”
What’s the most valuable thing that working in customer service has taught you?
Patience. Not everyone understands everything in the same way. Customer service teaches you that everyone’s brain works differently, so I have learned to allow customers the time/space to express their issue, no matter how frustrated/angry they are. But I’ve also learned the patience to find different ways to explain a solution/fix to meet the needs and understanding of the customer.
Describe the essence of great customer service using only three words.
Happy (to be) helping people.
Which movie robot would you choose as your AI sidekick and why?
Fender from the animated movie Robots. He just had a great sense of humor, so I feel like no matter how stressful the situation, we would always have a laugh.
What can you do that a bot will never be able to replicate?
Have a sense of humor :-P
“I feel like we lift people up out of the issues they face so that they can get on with their day”
What’s the most embarrassing thing you’ve ever said/done to a customer?
I was working on multiple conversations once and sent the wrong reply to a customer – just completely started talking to them about something that wasn’t their issue.
Do you identify more with the title “customer support,” customer service,” “customer success,” or “customer experience,” and why?
“Customer support.” For me, “support” implies helping or lifting people, and I feel like we lift people up out of the issues they face so that they can get on with their day/work.
What’s the one piece of advice you would give to your peers in the customer service industry?
(Fully stolen from a Tom Hanks interview I saw) “This too shall pass.”
Got angry customers and feeling stressed? This too shall pass. Having a great day, manageable load, happy customers? This too shall pass. Whatever it is, go with the flow. It will be different tomorrow.
What’s the worst customer service you’ve ever experienced?
Not sure I should say the company name, but it was my mobile service provider. The support was clearly scripted, as I got cut off mid-call and when I called back, I was back at the start of the script.
What’s your greatest productivity hack?
I try not to spend too long focusing on one task at a time, as it can be hard to maintain focus on a single task. But if I need to focus on one thing for a couple of hours I change location – either go to a different room in the house, or a co-working space/cafe. It works for me and my brain.
What book are you reading at the moment?
I tend to listen to books, and right now I’m listening to Start with Why by Simon Sinek.
If customer service was an Olympic sport, what would be the main event?
Fastest GIF inserted in a chat/conversation.
What’s the best thing a customer has ever said to you?
I had a customer pick my image from the team section of our website and email me directly for support. He said I looked like the one likely to give him the fastest answer.
What gif best describes your mental state right now?
Where do you get your support leadership news?
Support Driven is an amazing resource and community. I get a lot of inspiration and help from there. Also on LinkedIn.
What do you wish people knew about working in customer service?
It’s not the agent’s fault. Whatever the problem is, it’s either a company policy, a bug not caused by support, or an error in the billing system. There’s no need to shout at or blame the agent. They’re more likely to want to help you faster if you’re nice.
If you wrote a book about your experiences in customer service, what would the title be?
“At the Front of the Queue.”
What’s the strangest thing a customer has asked you?
I had a customer ask me to marry him after I solved his issue. I’m already married but I took it as a compliment on my work :-)
What’s your most used emoji in customer chats?
Either 🤔 or 👍
Conversation closed… for now 😏