Cynthia Mak MSc

Sharpshooter
DISC Type : DC

Business Owner at The Caring Company B.V.

The Randstad, Netherlands

Overview

Cynthia Mak is a customer service strategy consultant and the founder of The Caring Company. She specializes in helping SMEs optimize their customer contact processes and teams. A Lean Black Belt and CCMA Manager of the Year 2021, she holds a Master of Science from Leiden University and authored a Dutch e-book on customer service strategy.

Cynthia is a regular columnist for Ziptone, an online magazine for customer contact professionals, where she writes about industry trends and relevant topics. She also reports on events in the field and is an organizer for the National Customer Contact Week, celebrating professionals in the industry.

Unique fact: Her Masters thesis involved studying the influence of psychological control on motivation in adolescents using baseline EEG measurements.

Personality Overview

ROI Driven

Precise But Practical

Thorough Evaluator

They like to stay in control of the negotiation or defining of the terms.  They respond well to strong and respectful communication. They are less concerned about the product and more about its potential impact.

Topics They Care About

Customer Service Strategy
Her entire business is built around creating sustainable, tailor-made customer service strategies for SMEs, moving beyond temporary fixes or tools.
Process Optimization
As a certified Lean Black Belt, she focuses heavily on creating optimal and efficient processes for customer-facing teams to improve operations.
AI Implementation
She helps companies with AI implementation but also writes about the pitfalls of using technology as a patch for poor foundational processes.

Media Appearances

Cynthia has no verified media appearances

Work History

11-2022
Business Owner at The Caring Company B.V.
7-2025
Consultant Change Management at Sircle Collection
11-2023
Freelance Columnist & Reporter at Ziptone - 100% klantcontact
7-2025
Project Manager Insurances at NKC Europa's grootste camperclub
1-2025 - 4-2025
Event Organizer National Customer Contact Week 2025 at CCMA - Customer Contact Management Association

Education

2011 - 2013
Master of Science (MSc) from Leiden University
2009 - 2011
Bachelor's degree from University of Amsterdam

More Information

Social Presence :

Prographics :

Exp : 2 Location : The Randstad, Netherlands Job Level : Junior Designation : Business Owner at The Caring Company B.V.
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Insights For Selling To Cynthia

During A Call Or A Meeting

DO's

  • Speak about competitive differentiation that your product offers
  • Refer to testimonials from well-known industry leaders
  • Help them weigh the risks by sharing objective proof points without becoming too analytical

DONT's

  • Do not back off when challenged, respond with a confident, objective answer instead
  • Don't try too hard to forge relationships with them
  • Don’t be in a rush to invite them for a social meet and greet

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Cynthia is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Cynthia

  • If they are not convinced, they will have no hesitation in telling you the same.

Insights For Deal Planning

    How fast (or slow) will Cynthia move?

  • If convinced, they can reach decisions quite fast.
  • Can Cynthia take some risk or not?

  • They do not shy away from taking risks, but can be quite binary about them.

You And Cynthia

Personality Compatibility


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