{"id":30370,"date":"2024-09-30T12:00:18","date_gmt":"2024-09-30T11:00:18","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=30370"},"modified":"2025-05-16T14:55:00","modified_gmt":"2025-05-16T13:55:00","slug":"response-time-vol-036","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-036\/","title":{"rendered":"Response Time: Vol. 36"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p>With Robb Clarke, Head of Technical Operations at <a href=\"https:\/\/www.rb2b.com\/\">RB2B<\/a>.<\/p>\n<p><strong>Please tell us a little bit about your company and what you do there.<\/strong><br \/>\nI&#8217;m the Head of Technical Operations for RB2B. We do person-level identification of US-based anonymous website visitors.<\/p>\n<p><strong>Which celebrity would be really great at your job, and why?<\/strong><br \/>\nRyan Reynolds \u2013 he&#8217;s just so darned charming!<\/p>\n<p><strong>What\u2019s the most valuable thing that working in customer service has taught you?<\/strong><br \/>\nThe most valuable thing that I have learned working in customer service is to compartmentalize different aspects of my life. Customer experiences get tucked away in their own neat little container that has no bearing on the rest of my life \u2013 this is especially important with negative interactions.<\/p>\n<p><strong>Describe the essence of great customer service using only three words.<\/strong><br \/>\nEmpathy, patience, communication.<\/p>\n<p><strong>Which movie robot would you choose as your AI sidekick, and why?<\/strong><br \/>\nWhat&#8217;s the one from <em>Star Wars<\/em> that Alan Tudyk played where he slapped the guy? K2. Him. Or Johnny 5.<\/p>\n<p><strong>What can you do that a bot will never be able to replicate?<\/strong><br \/>\nLove.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;Let it flow like water off a duck&#8217;s back&#8221;<\/p><\/blockquote>\n<p><strong>What&#8217;s the most embarrassing thing you&#8217;ve ever said\/done to a customer?<\/strong><br \/>\nTwenty years ago, we were renovating a drive-in theater that I was managing and we had just finished painting the little symbol of a man above the men&#8217;s room door freehand. I climbed down the ladder and started walking back across the lobby to admire it, turned, and said, &#8220;That&#8217;s a fine looking man,&#8221; just as a customer was walking out of the men&#8217;s room. He thanked me for the compliment.<\/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\u201cCustomer experience,\u201d because ultimately, if they can&#8217;t get our software working as expected then that greatly affects their entire experience with us.<\/p>\n<p><strong>What\u2019s the one piece of advice you would give to your peers in the customer service industry?<\/strong><br \/>\nLet it flow like water off a duck&#8217;s back.<\/p>\n<p><strong>What\u2019s your greatest productivity hack?<\/strong><br \/>\nADHD meds. Also, Brain.fm and \u201cDo Not Disturb\u201d mode on my phone.<\/p>\n<p><strong>What book are you reading at the moment?<\/strong><br \/>\n<em>The Anxious Generation<\/em> by Jonathan Haidt.<\/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 Robb Clarke, Head of Technical Operations at RB2B, about his greatest productivity hack, which movie robot he&#8217;d choose as his AI sidekick, and more.<\/p>\n","protected":false},"author":348,"featured_media":30385,"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-30370","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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