{"id":31107,"date":"2025-02-17T11:36:55","date_gmt":"2025-02-17T11:36:55","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31107"},"modified":"2025-05-16T14:55:44","modified_gmt":"2025-05-16T13:55:44","slug":"response-time-vol-040","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-040\/","title":{"rendered":"Response Time: Vol. 40"},"content":{"rendered":"<p><em>You satisfy your customers, but can you satisfy our curiosity?<\/em><\/p>\n<p><em>With Kostas Sveronis, Technical Support Manager at <a href=\"https:\/\/www.yodeck.com\/\">Yodeck<\/a>.<\/em><\/p>\n<p><strong>Please tell us a little bit about your company and what you do there.<br \/>\n<\/strong>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 \u2013 paid or free \u2013 are treated in the best way possible.<\/p>\n<p><strong>Which celebrity would be really great at your job, and why?<\/strong><br \/>\nTom Hanks because he inspires calmness and trust. This is what a customer needs when they are in a challenging position.<\/p>\n<p><strong>What\u2019s the most valuable thing that working in customer service has taught you?<\/strong><br \/>\nEmpathy and patience! Those two values are the alpha and omega when you work in this industry.<\/p>\n<p><strong>Describe the essence of great customer service using only three words.<\/strong><br \/>\nEmpathy, patience, and awareness.<\/p>\n<p><strong>Which movie robot would you choose as your AI sidekick?<\/strong><br \/>\nSonny from <em>i, Robot<\/em>.<\/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 \/>\nI identify most with \u201ccustomer experience\u201d because it focuses on the customer&#8217;s entire journey with our company. It&#8217;s about creating positive, seamless experiences that build trust and satisfaction at every step.<\/p>\n<p><strong>What\u2019s the one piece of advice you would give to your peers in the customer service industry?<\/strong><br \/>\nListen to your customers, and do what\u2019s possible to support and solve their problems in a timely manner.<\/p>\n<p><strong>What\u2019s the worst customer service you\u2019ve ever experienced?<\/strong><br \/>\nOne of the worst things is being unable to reach a company&#8217;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.<\/p>\n<p><strong>If customer service was an Olympic sport, what would be the main event?<\/strong><br \/>\nA marathon for sure! The customers never end, and you need to keep performing day after day.<\/p>\n<p><strong>What&#8217;s the best thing a customer has ever said to you?<\/strong><br \/>\n\u201cYour dedication and professionalism make a significant difference in our daily operations, and it&#8217;s truly appreciated. Thank you for your outstanding support and for always going above and beyond to ensure everything runs smoothly.\u201d<\/p>\n<p><strong>What gif best describes your mental state right now?<\/strong><\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/api.typeform.com\/responses\/files\/0648759cb1feaf1db371bcbdc5010e80ba59d7665e3b8e13ffa036d0ca409a18\/Yj6dB3W.gif\" \/><\/p>\n<p><strong>Where do you get your support leadership news?<br \/>\n<\/strong><em>Support Driven<\/em> and LinkedIn.<\/p>\n<p><strong>What\u2019s the strangest thing a customer has asked you?<\/strong><br \/>\nSomeone asked if we could schedule a second call to talk more about our personal lives. \ud83e\udd37 As a support team, we are also responsible for providing wellness support for our customers.<\/p>\n<p><strong>What\u2019s your most used emoji in customer chats?<\/strong><br \/>\n\ud83d\ude05<\/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 Kostas Sveronis, Technical Support Manager at Yodeck, about the essence of great customer service, and more.<\/p>\n","protected":false},"author":348,"featured_media":31136,"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-31107","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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