Response Time: Vol. 40

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

With Kostas Sveronis, Technical Support Manager at Yodeck.

Please tell us a little bit about your company and what you do there.
Yodeck is a digital signage company that helps you display any content you want on a TV screen. You can manage the content and the screens remotely with a few simple clicks. As the Technical Support Manager, I ensure that all of our clients – paid or free – are treated in the best way possible.

Which celebrity would be really great at your job, and why?
Tom Hanks because he inspires calmness and trust. This is what a customer needs when they are in a challenging position.

What’s the most valuable thing that working in customer service has taught you?
Empathy and patience! Those two values are the alpha and omega when you work in this industry.

Describe the essence of great customer service using only three words.
Empathy, patience, and awareness.

Which movie robot would you choose as your AI sidekick?
Sonny from i, Robot.

Do you identify more with the title “customer support,” “customer service,” “customer success,” or “customer experience,” and why?
I identify most with “customer experience” because it focuses on the customer’s entire journey with our company. It’s about creating positive, seamless experiences that build trust and satisfaction at every step.

What’s the one piece of advice you would give to your peers in the customer service industry?
Listen to your customers, and do what’s possible to support and solve their problems in a timely manner.

What’s the worst customer service you’ve ever experienced?
One of the worst things is being unable to reach a company’s support. I had an issue with one of my devices, and the warranty ended in 15 days. I tried to reach their support for 15 days and was still waiting for a response. After one month, they came back to me saying that the warranty had expired and that they could not do much about it. After a lot of back-and-forth emails, they made an exception and replaced my device.

If customer service was an Olympic sport, what would be the main event?
A marathon for sure! The customers never end, and you need to keep performing day after day.

What’s the best thing a customer has ever said to you?
“Your dedication and professionalism make a significant difference in our daily operations, and it’s truly appreciated. Thank you for your outstanding support and for always going above and beyond to ensure everything runs smoothly.”

What gif best describes your mental state right now?

Where do you get your support leadership news?
Support Driven and LinkedIn.

What’s the strangest thing a customer has asked you?
Someone asked if we could schedule a second call to talk more about our personal lives. 🤷 As a support team, we are also responsible for providing wellness support for our customers.

What’s your most used emoji in customer chats?
😅

Conversation closed… for now 😏