{"id":30296,"date":"2024-08-19T10:12:20","date_gmt":"2024-08-19T09:12:20","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30296"},"modified":"2025-05-16T14:54:26","modified_gmt":"2025-05-16T13:54:26","slug":"response-time-vol-033","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-033\/","title":{"rendered":"Response Time: Vol. 33"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p><em>With Sam Miller, Support Operations Manager at <a href=\"https:\/\/www.dentalintel.com\/\">Dental Intelligence<\/a>.<\/em><\/p>\n<p><b>Please tell us a little bit about your company and what you do there.<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Dental Intelligence is the only end-to-end practice performance solution in the dental market. We help practices increase production, number of visits, and collections while decreasing overheads using actionable insights and automation. I am our Support Operations Manager, so I do what our software does for our customers! I gather actionable insights and implement automation to reduce our overheads.<\/span><\/p>\n<p><b>What word or phrase in customer service jargon should be retired?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">&#8220;Escalated.&#8221; It&#8217;s a buzzword that gets trees rattled, but the definition is so loose. Most of the time, trees don&#8217;t need to be rattled.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;Be kind. Be understanding. Be authentic&#8221;<\/p><\/blockquote>\n<p><b>Which celebrity would be really great at your job, and why?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Andrea Sachs (Anne Hathaway in <\/span><i><span style=\"font-weight: 400;\">The Devil Wears Prada<\/span><\/i><span style=\"font-weight: 400;\">). She\u2019s constantly adapting and evolving to an ever-changing work environment, and if a few words sum up CS in 2024, they\u2019re &#8220;ever changing.&#8221;<\/span><\/p>\n<p><b>What\u2019s the most valuable thing that working in customer service has taught you?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Be kind. Be understanding. Be authentic. You never know what the person on the other side is going through. We all have stressors, and we react differently to them. If we are our genuine, kind selves, we may just make someone\u2019s day a bit brighter.<\/span><\/p>\n<p><b>Describe the essence of great customer service using only three words.<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Kindness, understanding, authenticity.<\/span><\/p>\n<p><b>Which movie robot would you choose as your AI sidekick, and why?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Alpha 5 from <\/span><i><span style=\"font-weight: 400;\">Power Rangers<\/span><\/i><span style=\"font-weight: 400;\">. He keeps the ship running and tidy while the frontliners are out there doing what needs to get done.<\/span><\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;Listen to your team. They know what&#8217;s wrong, they have ideas to fix it, and they want to be involved&#8221;<\/p><\/blockquote>\n<p><b>What can you do that a bot will never be able to replicate?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Actively listen and empathize with a customer&#8217;s situation.<\/span><\/p>\n<p><b>What\u2019s the one piece of advice you would give to your peers in the customer service industry?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Listen to your team. They know what&#8217;s wrong, they have ideas to fix it, and they want to be involved. When you&#8217;re making a change, bring them along. Let them guide the ship with you and help navigate the seas.<\/span><\/p>\n<p><b>If customer service was an Olympic sport, what would be the main event?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">P1 outage handling. Your inbound volume is up 300%, you haven&#8217;t heard an ETA for a fix yet, and four teammates called in sick. Who can achieve the highest CSAT?<\/span><\/p>\n<p><b>Where do you get your support leadership news?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">The Intercom Blog, LinkedIn, and Support Driven in Slack.<\/span><\/p>\n<p><b>What do you wish people knew about working in customer service?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">We are humans too. We don&#8217;t want your system to be broken. We want you to succeed with our product.<\/span><\/p>\n<p><b>If you wrote a book about your experiences in customer service, what would the title be?<\/b><b><br \/>\n<\/b><b>\u201c<\/b><span style=\"font-weight: 400;\">And Here \u2026 We \u2026 Go.\u201d<\/span><\/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 Sam Miller, Support Operations Manager at Dental Intelligence, about the most valuable thing their job has taught them, what they wish people knew about working in customer service, and more.<\/p>\n","protected":false},"author":348,"featured_media":30316,"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-30296","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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