{"id":30363,"date":"2024-09-16T14:30:21","date_gmt":"2024-09-16T13:30:21","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30363"},"modified":"2025-05-16T14:54:48","modified_gmt":"2025-05-16T13:54:48","slug":"response-time-vol-035","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-035\/","title":{"rendered":"Response Time: Vol. 35"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p>With Trevor Kimball, Support Team Manager at <a href=\"https:\/\/www.multitracks.com\/\">MultiTracks.com<\/a>.<\/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;\">My title is Support Team Manager and I manage our global support teams. Our company provides resources and software tools to worship bands, houses of worship, and touring bands, equipping them to sound their best.<\/span><\/p>\n<p><b>What word or phrase in customer service jargon should be retired?<\/b><b><br \/>\n<\/b><b>\u201c<\/b><span style=\"font-weight: 400;\">Touchpoint.\u201d <\/span><\/p>\n<p><b>Which celebrity would be really great at your job, and why?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Adam Savage, because he can solve practically any issue!<\/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;\">That humility and gratitude will always trump entitlement and selfish ambition. Life is a gift.<\/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;\">Efficient, personal, intentional.<\/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;\">Data from <\/span><i><span style=\"font-weight: 400;\">Star Tre<\/span><\/i><span style=\"font-weight: 400;\">k, because he has a database of knowledge that&#8217;s larger than any human can store, while also having the emotional chip to relate to human emotions.<\/span><\/p>\n<p><b>What&#8217;s the most embarrassing thing you&#8217;ve ever said\/done to a customer?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Writing an internal note to a teammate letting them know that the customer they&#8217;re in conversation with doesn&#8217;t know what they&#8217;re talking about and has product confusion, only to get a ping back two minutes later that my internal note was actually a message to the customer. \ud83d\ude2c<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;Rarely assume or guess, and do it wisely&#8221;<\/p><\/blockquote>\n<p><b>Do you identify more with the title \u201ccustomer support,\u201d customer service,\u201d \u201ccustomer success,\u201d or \u201ccustomer experience,\u201d and why?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Hmm, good question &#8230; I would say \u201ccustomer support\u201d in my case. Because it does really feel like at MultiTracks.com, we&#8217;re a supporting piece of the work and ministry they do every week.<\/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;\">Rarely assume or guess, and do it wisely. Whether figuring out a customer situation, or learning your own internal system or processes, be a learner. Hear from your teammates and from the customer, and don&#8217;t be too prideful to ask the questions that need to be asked.<\/span><\/p>\n<p><b>What\u2019s the worst customer service you\u2019ve ever experienced?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">Trying to contact a telephone company, where I could not get through the pre-built bot responses no matter how hard I tried. Went to phone support and was on hold for over 20 minutes during the 25 minute phone call, and was transferred twice. It was as if I was the first customer ever experiencing that issue, which I know couldn&#8217;t have been the case. Every person I spoke to was wonderful and helpful, but the system was inefficient and had unnecessary friction.<\/span><\/p>\n<p><b>What\u2019s your greatest productivity hack?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">I have too many to share. Top one would probably be the \u201cThings 3\u201d app for daily task tracking and reminders.<\/span><\/p>\n<p><b>What book are you reading at the moment?<\/b><b><br \/>\n<\/b><i><span style=\"font-weight: 400;\">Digital Minimalism<\/span><\/i><span style=\"font-weight: 400;\"> by Cal Newport and <\/span><i><span style=\"font-weight: 400;\">Fighting Shadows<\/span><\/i><span style=\"font-weight: 400;\"> by Jefferson Bethke and Jon Tyson.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;It&#8217;s more than talking to customers&#8221;<\/p><\/blockquote>\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;\">Converting the most frustrated and impatient customer into the happiest and most grateful customer within a single conversation.<\/span><\/p>\n<p><b>What gif best describes your mental state right now?<\/b><b><br \/>\n<\/b><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-30364\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2054\/09\/c810c1bd6e3b-brain_brain_cells.gif\" alt=\"\" width=\"240\" height=\"179\" \/><\/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;\">It&#8217;s more than talking to customers. It&#8217;s about playing a crucial part in shaping a company&#8217;s future. And it&#8217;s an opportunity to give the customers a voice in your company.<\/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;\">Customer support: How a single team can change the trajectory of your company.\u201d<\/span><\/p>\n<p><b>What\u2019s your most used emoji in customer chats?<\/b><b><br \/>\n<\/b><span style=\"font-weight: 400;\">\ud83d\udc4d<\/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 Trevor Kimball, Support Team Manager at MultiTracks.com, about the most valuable thing working in customer service has taught them, and more.<\/p>\n","protected":false},"author":348,"featured_media":30366,"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-30363","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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