July 2024 Summaries

As the Customer Operations Enablement Manager at SiteMinder, Scott Donnelly is responsible for driving outcomes for his team and customers through technology, process, and experience improvement. He believes that empathy, context, and patience are essential in great customer service, and that working in this field has taught him to be patient and kind to others. Scott's ideal AI sidekick would be Marvin the Paranoid Android from The Hitchhiker's Guide to the Galaxy, due to its brilliant mind and positive outlook. Despite being a fan of Radiohead, he acknowledges that artificial intelligence can never replicate human-like experiences, such as making mistakes that lead to creative ideas. Scott has had his share of embarrassing moments in customer service, including forgetting to mute and yelling at his dog. He wishes people knew that there are many good moments every day in customer service, which far outweigh the not-so-good ones. If he were to write a book about his experiences, it would be titled "Customer service and Radiohead: How I went through my life only knowing lots about two distinct things and somehow managed to cram both of them into this 900-page novel that is not at all long-winded and strange."

When was the last time you experienced customer service that really impressed you? If something comes to mind, what was it about that particular experience that made it stand out? Recently, we had Shep Hyken on our podcast to discuss his 2024 Achieving Customer Amazement report. He shared some numbers that put into perspective how make-or-break providing a standout experience is: 85% of customers would go out of their way to use a company that provides great customer service, even if there's a more convenient option, and nearly a quarter would never use a product or service again if they received only "satisfactory" support. To understand what a remarkable experience really looks like for our customers, we conducted research that found fast response times and streamlined resolutions are not enough anymore; instead, it's about connecting with customers on a deeper level and demonstrating real problem ownership. Taking ownership of problems involves more than just answering a question and resolving the ticket, but also placing as little burden on the customer as possible to solve the issue, proactively engaging the right people and resources to find a meaningful solution, and taking the time to help solve the broader business challenge. To achieve this, organizations can go AI-first to free up time for strategic work, define what remarkable looks like for their customers, break down silos between teams, and be intentional with measuring the customer experience using more meaningful signals than traditional measures.

The interview is with Christian Sokolowski, Vice President of Customer Support at Rebuy Engine, a SaaS company offering personalized shopping experiences through AI and ML technologies. He shares his thoughts on customer service jargon, including the phrase "please remain on the line and we will be with you shortly," which he thinks should be retired due to its lack of empathy. Christian believes that Tom Hanks would be great at his job, given his kind and approachable nature. He emphasizes the importance of empathy, responsiveness, and respect in great customer service. Christian has learned to grasp emotions and develop patience while working in customer support, which he believes is essential for effective communication. He also shares a story about his own mistake with a customer, where he unintentionally did his best Batman impression during a call. Christian identifies most strongly with the phrase "customer support" because it encompasses not just addressing issues but also genuinely supporting people through guidance and teaching. His advice to peers in the industry is to prioritize empathy, and he shares a story about a terrible customer experience with a moving company that left him feeling frustrated. To boost productivity, Christian sorts tasks by urgency and importance, leveraging tools and streamlined processes. He's currently reading "CXOXO: Building a Support Team Your Customers Will Love" by Mercer Smith, and if customer service were an Olympic sport, the main event would be the chaos challenge – juggling multiple inquiries while maintaining composure. The most heartwarming compliment he ever received from a customer was "I appreciate your kindness and honesty." Christian wishes people knew that there's a real person doing their best to make things right for them in customer service. If he wrote a book about his experiences, the title would be "Support Shenanigans: Funny Stories from the Customer Support Realm."