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."