The CX Team at Goody Shares Insights on the Industry (and Favorite Gifts) for Customer Service Week

Miles, Director of CX

If you were mentoring someone about to start their career in customer service, what would be your best piece of advice?

There is always a solution. I have always been taught to try and find the “YES” for someone. I think this goes beyond CX and can translate into many areas of business and life. Although a customer may not always like the solution offered, it is always our job to educate and explain so that a customer always leaves feeling heard and acknowledged.

Q4 is typically a really busy season for CX. How do you stay grounded?

One thing that always keeps me grounded is playing pickleball. I play three to five times a week and it’s a great way to get the trapped fast-paced energy from the day out. Smacking a little plastic ball and spending time with my community after a busy work day can really bring my spirit a lot of peace. Wink, wink: We sell pickleball gear.

What’s your go-to Goody gift this season?

We have so many awesome brands to offer, but my go to gift is the Tushy. It is not usually something you think you need or may buy for yourself, but then when you have one you’ll never want to live without it!

Christina, Senior Director of CX

‍How do you use your team's understanding of user journeys and behaviors to deliver an outstanding customer support experience?

A key trait necessary to deliver a stellar customer experience is to have the ability to read between the lines, understand nuance, make judgment calls and be able to intuit a situation based on limited information. 

It’s important that we deeply understand the product and our archives of past customer conversations to be able to effectively serve our customers knowledgeably and efficiently.

We’re hearing so many stories of CX being disrupted by AI. What do you think the future holds for your industry?

Yes, there are many ways we can support our customers through additional technology, making access to information quicker and easier. 

However, I do believe that the human touch and the element of connection it creates with a brand cannot be replicated by a chatbot. A central part of our roles in CX is to create and foster a sense of community with our customers through relationships. Although we have never met most of our customers in person, we know a lot about them through their interactions with us. This information and understanding helps inform the product we build and how we continue to evolve and better serve their experience on Goody.

When a customer’s expectation is not met, we have the opportunity to provide them with support and make it right. (Which can be make-or-break for customer retention!) This is what people remember. It’s not something an AI bot can do.

What’s your go-to Goody gift this season?

At Goody, our entire team is super passionate about quality items that are timeless. When we’re curating our catalog we focus on items that can last for years and become favorites. Here are some of mine that are meaningful gifts and fit this vibe right now: Year & Day Serving Bowl, Caraway 3 QT Saucepan, Sunday Citizen Checkerboard Throw and the Great Jones Spout.

Anna, CX Manager

What is the most rewarding aspect of working in customer experience?

I’ve talked to thousands of people all over the world. That’s a pretty cool feeling. As I’m working to get the most efficient and thorough solution for someone, I might learn a little about them: hear about the event they’re celebrating, a move across the country, a vacation coming up or a common frustration with a shipping carrier. It might be a small interaction in the grand scheme of things, but I have the opportunity to be a bright moment in a stranger’s day. And that feels undeniably great!

How do you stay cool when a tough situation arises?

I like to remind myself that we’re all trying to do our best. I might be catching someone in a moment of their frustration, but that is often just the byproduct of an unforeseen disappointment or an unmet expectation. So I remind myself of that: we’re all in this together and we’re all doing our best with the circumstances that we’re in and begin problem solving from there. Once the customer feels like they have someone understanding, advocating for and actively finding a solution, the frustration and disappointment usually dissipates.

I also love to stay centered by putting on my noise-canceling headphones, turn on the Deep Concentration playlist on Spotify and light a candle.

What’s your go-to Goody gift this season?

I love the pieces from Mejuri, but am obsessed with these chunky hoops and their versatility!

Will, CX Coordinator

What sparked your interest in working in the customer service industry?

I began my journey in the customer service industry during high school. Initially, I didn't expect to continue, but I soon realized my passion for connecting with people and crafting memorable experiences for all my customers.

How do you ensure that each and every CX interaction remains positive even on the most stressful of days? 

I make an effort to begin my days with a consistent morning routine, which includes spending some quality time with my dog, Piper, and enjoying a refreshing iced coffee. 

Additionally, I always keep in mind the feeling I experienced when I received my first Goody gift before joining the team. I want everyone who receives a Goody to feel the same sense of being seen, appreciated, and loved that I felt when I received mine!

What’s your go-to Goody gift this season?

I love gifting The Comfy to all my friends and family who work from home!  Love that it's a wearable blanket keeping you warm and cozy during your WFH calls.

Kaitlyn Miller, Project Manager, Corporate Gifting

Q4 is typically a really busy season for CX. How do you stay grounded? I love to be intentional with my breaks. It is so important to get up, move around and re-set. It is easy to get lost in the computer and stay at the desk all day, but I find getting up, taking the dog out and clearing my mind helps me to come back to my projects with fresh eyes and ideas so I can ensure I am providing only the best for our customers!‍

How do you go about designing a branded dream box for a client? Designing a branded dream box for a client is such a fun experience! I aim to be very intentional with my choices ensuring I include options for everyone that really lean into the theme or occasion. I also love to focus on items the recipient will be excited to use and carry around, advertising the brand everywhere they go!

What’s your go-to Goody gift this season? The Polaroid Camera Everything Box! It is the perfect interactive gift that one can use to capture moments from your event, the current season and for years to come!