Response Time: Vol. 39

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

With Sam Barrett, Head of Customer Experience at Runna.

Please tell us a little bit about your company and what you do there.
I’m Sam, Head of Customer Experience at Runna. We’re a running training platform that aims to make running easy, enjoyable, and effective for all.

What word or phrase in customer service jargon should be retired?
“Circle back.”

Which celebrity would be really great at your job?
Mikel Arteta.

What’s the most valuable thing that working in customer service has taught you?
Be kind to EVERYONE! It doesn’t matter their role, title, or experience. Be kind and lead with care.

Describe the essence of great customer service using only three words.
Tell your friends.

Which movie robot would you choose as your AI sidekick, and why?
WALL-E. He’s kind, friendly, and supportive and whilst he doesn’t steal the show, he deserves a lot of credit for getting the job done. Everyone needs a WALL-E!

What can you do that a bot will never be able to replicate?
Provide hyper-personalized and individually specific coaching guidance to first-time runners.

How do you go the extra mile for your customers?
I frequently share my personal running routes with our customers. I’ve spent hours finding the best routes where I live, and when I see a customer based in my hometown I go above and beyond to share all the hidden gems.

Do you identify more with the title “customer support,” “customer service,” “customer success,” or “customer experience,” and why?
We identify most with “customer experience.” We wanted to encapsulate the end-to-end experience of our customers and show CX as a value-add, rather than a cost to the business. “Customer service” sounded too transactional for us and I’m glad we made the change.

What’s the one piece of advice you would give to your peers in the customer service industry?
Bring your team along with you on the journey! Especially when you are making big decisions and changes. It’s important to keep your team informed at all stages and get them bought into the process. That way, when you roll out a change, everyone in your department knows what to expect.

What’s the worst customer service you’ve ever experienced?
I once flew from London to Santiago and got stuck in Toronto with an American airline. They were rude, impatient, and didn’t want anything to do with us! They compensated us with a $35 voucher for food for 24 hours and put us up in a terrible hotel nearby. As if it couldn’t get any worse, they left us stranded on the way back and made us sleep in the airport.

What’s the best thing a customer has ever said to you?
We’re super fortunate that our customers tell us every day how much our app is changing their lives. It’s a really beautiful thing, and to play a small part in helping them is such an honor and why I love doing what I do.

Where do you get your support leadership news?
I’m part of a network called “Customer Support Stories,” which is great for connecting with other like-minded leaders in the industry.

What do you wish people knew about working in customer service?
It’s the bedrock of any successful business and normally a very good reflection of the company’s culture and values.

Conversation closed… for now 😏