{"id":31189,"date":"2025-03-17T12:00:09","date_gmt":"2025-03-17T12:00:09","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31189"},"modified":"2025-05-16T14:56:07","modified_gmt":"2025-05-16T13:56:07","slug":"response-time-vol-042","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/response-time-vol-042\/","title":{"rendered":"Response Time: Vol. 42"},"content":{"rendered":"<p>You satisfy your customers, but can you satisfy our curiosity?<\/p>\n<p><em>With Harry Spence, Director of Customer Support at <a href=\"https:\/\/screencloud.com\/\" target=\"_blank\" rel=\"noopener\">ScreenCloud<\/a>.<\/em><\/p>\n<p><strong>Please tell us a little bit about your company and what you do there.<br \/>\n<\/strong>I\u2019m the Director of Customer Support at ScreenCloud, a leading digital signage provider with over 10,000 customers worldwide.<\/p>\n<p><strong>What word or phrase in customer service jargon should be retired?<br \/>\n<\/strong>\u201cThat&#8217;s not our process.\u201d<\/p>\n<p><strong>Which celebrity would be really great at your job, and why?<br \/>\n<\/strong>Henry Cavill because he\u2019s down to earth and smart.<\/p>\n<p><strong>What\u2019s the most valuable thing that working in customer service has taught you?<br \/>\n<\/strong>Working in support has given me a wider appreciation for people and their struggles, and shown me how we need to take as much stress as possible out of their lives through the CX we offer.<\/p>\n<p><strong>Describe the essence of great customer service using only three words.<br \/>\n<\/strong>Empathetic, proactive, preemptive.<\/p>\n<p><strong>Which movie robot would you choose as your AI sidekick, and why?<br \/>\n<\/strong>Optimus Prime because he\u2019s a great leader (and intimidating.)<\/p>\n<p><strong>What can you do that a bot will never be able to replicate?<br \/>\n<\/strong>Provide real life human experience and emotions.<\/p>\n<p><strong>What&#8217;s the most embarrassing thing you&#8217;ve ever said\/done to a customer?<br \/>\n<\/strong>I sent an email saying \u201cincontinence\u201d instead of \u201cinconvenience.\u201d<\/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?<br \/>\n<\/strong>\u201cCustomer support\u201d or \u201ccustomer experience\u201d depending on what role you\u2019re in. Both give you the ability to be involved and make a difference to the whole customer journey, instead of just reacting to issues.<\/p>\n<p><strong>What\u2019s the one piece of advice you would give to your peers in the customer service industry?<br \/>\n<\/strong>Design your processes, principles, and strategy based on what is best for your customers, not what\u2019s easier for you or internal staff. Don&#8217;t implement something just for the sake of it. Do your research and due diligence to help you make the right decisions.<\/p>\n<p><strong>What\u2019s your greatest productivity hack?<br \/>\n<\/strong>Delegation.<\/p>\n<p><strong>What book are you reading at the moment?<br \/>\n<\/strong><em>Game of Thrones<\/em>.<\/p>\n<p><strong>If customer service was an Olympic sport, what would be the main event?<br \/>\n<\/strong>The ultimate competition would be seeing who customers would shop with just for the customer service, regardless of price or other factors.<\/p>\n<p><strong>What&#8217;s the best thing a customer has ever said to you?<br \/>\n<\/strong>\u201cYou should be promoted.\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:\/\/media2.giphy.com\/media\/v1.Y2lkPTc5MGI3NjExNmU1NGxoN2k1dnVkeDJwZ2RhenFndm1ybGx4NG84ZjBhbXRhZTRqZCZlcD12MV9pbnRlcm5hbF9naWZfYnlfaWQmY3Q9Zw\/Sf5U5y6zy7EoU8PSoz\/giphy.gif\" \/><\/p>\n<p><strong>Where do you get your support leadership news?<br \/>\n<\/strong>LinkedIn.<\/p>\n<p><strong>What do you wish people knew about working in customer service?<br \/>\n<\/strong>It&#8217;s rewarding if you have the right mentality. You get out what you put in.<\/p>\n<p><strong>If you wrote a book about your experiences in customer service, what would the title be?<br \/>\n<\/strong>\u201cThere&#8217;s Always Light at the End of the Tunnel.\u201d<\/p>\n<p><strong>What\u2019s the strangest thing a customer has asked you?<br \/>\n<\/strong>\u201cHow did you get that scar on your face?\u201d<\/p>\n<p><strong>What\u2019s your most used emoji in customer chats?<br \/>\n<\/strong>\ud83d\ude04<\/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 Harry Spence, Director of Customer Support at ScreenCloud, about what he can do that a bot will never be able to replicate, and more.<\/p>\n","protected":false},"author":348,"featured_media":31190,"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-31189","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 v27.2 (Yoast SEO v27.2) - 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