{"id":30133,"date":"2024-06-10T15:00:59","date_gmt":"2024-06-10T14:00:59","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30133"},"modified":"2025-05-16T14:52:56","modified_gmt":"2025-05-16T13:52:56","slug":"response-time-vol-028","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-028\/","title":{"rendered":"Response Time: Vol. 28"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p><em>With John Wisnieski, Customer Success Operations Manager at <a href=\"https:\/\/www.arcsite.com\/\">ArcSite<\/a>.<\/em><\/p>\n<p><strong>Please tell us a little bit about your company and what you do there.<\/strong><br \/>\nI&#8217;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!<\/p>\n<p><strong>What word or phrase in customer service jargon should be retired?<\/strong><br \/>\n\u201cChange management.\u201d<\/p>\n<p><strong>Which celebrity would be really great at your job, and why?<\/strong><br \/>\nBill Murray, because he doesn&#8217;t take himself too seriously.<\/p>\n<p><strong>What\u2019s the most valuable thing that working in customer service has taught you?<\/strong><br \/>\nAlthough the customer is &#8220;always right,&#8221; sometimes they are not, and learning how to tactfully address that is key to success.<\/p>\n<p><strong>Describe the essence of great customer service using only three words.<\/strong><br \/>\nListening is gold.<\/p>\n<p><strong>Which movie robot would you choose as your AI sidekick, and why?<\/strong><br \/>\nJohnny 5 from <em>Short Circuit<\/em>, because he always needs more input.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;At the end of the day, the CX is what defines success for your support team&#8221;<\/p><\/blockquote>\n<p><strong>What can you do that a bot will never be able to replicate?<\/strong><br \/>\nProvide real empathy.<\/p>\n<p><strong>Do you identify more with the title \u201ccustomer support,\u201d \u201ccustomer service,\u201d \u201ccustomer success,\u201d or \u201ccustomer experience,\u201d and why?<\/strong><br \/>\n&#8220;Customer experience,&#8221; because at the end of the day, the CX is what defines success for your support team. It&#8217;s the individual CX that translates into higher CSAT, NPS, and revenue.<\/p>\n<p><strong>What\u2019s the one piece of advice you would give to your peers in the customer service industry?<\/strong><br \/>\nHumble yourself before you wreck yourself!<\/p>\n<p><strong>What\u2019s your greatest productivity hack?<\/strong><br \/>\nTaking time to help customers first thing in the morning always leads to a more productive day and centers your attention on what really matters.<\/p>\n<p><strong>What book are you reading at the moment?<\/strong><br \/>\n<em>12 Rules for Life: An Antidote to Chaos <\/em>by Jordan Peterson.<\/p>\n<p><strong>If customer service was an Olympic sport, what would be the main event?<\/strong><br \/>\nThe ticket steeplechase.<\/p>\n<p><strong>What&#8217;s the best thing a customer has ever said to you?<\/strong><br \/>\n\u201cYou&#8217;re right.\u201d<\/p>\n<p><strong>What gif best describes your mental state right now?<\/strong><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-30136\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2024\/06\/c3a57115a82c-chris.gif\" alt=\"\" width=\"500\" height=\"333\" \/><\/p>\n<p><strong>Where do you get your support leadership news?<\/strong><br \/>\nIntercom.<\/p>\n<p><strong>What do you wish people knew about working in customer service?<\/strong><br \/>\nThat CS serves a purpose beyond the individual customer and has a direct correlation to growth and revenue.<\/p>\n<p><strong>If you wrote a book about your experiences in customer service, what would the title be?<\/strong><br \/>\n\u201cCustomer Purpose.\u201d<\/p>\n<p><strong>What\u2019s the strangest thing a customer has asked you?<\/strong><br \/>\n\u201cHave you seen any good bands lately?\u201d<\/p>\n<p><strong>What\u2019s your most used emoji in customer chats?<\/strong><\/p>\n<p>\ud83d\ude80<\/p>\n<hr \/>\n<p>Conversation closed\u2026 for now \ud83d\ude0f<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In our latest \u201cResponse Time\u201d interview, we ask John Wisnieski, Customer Success Operations Manager at ArcSite, about their greatest productivity hack, what they wish people knew about working in CS, and more.<\/p>\n","protected":false},"author":348,"featured_media":30134,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[25172],"coauthors":[12102],"class_list":["post-30133","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-response-time"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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