Gerry Rosso is a incredibly nice guy. It goes with the territory in being an excellent customer care manager. Gerry works up in the Hazelton, PA office of Network Solutions. He is a Technical Support Supervisor and the voice of @NetsolCares on Twitter. (Connie used this term when she blogged about the social media team. I like it ). I was able to spend some time with him recently and here is a transcript of our interview:
Steve: How long have you been with Network Solutions?
Gerry: December 17th will be 4 years.
Steve: How long have you been working in customer service and how did you get into the field?
Gerry: About 20 years now. I worked with a company called AmerTranz Worldwide in the Air freight Industry. Then EZ-pass NY for 4 years then NetSol
Steve: What is the typical day like in the customer service center?
Gerry: I arrive at 8:45 to check e-mails and conduct a 15-minute preshift with my team. Then I go about my normal duties of monitoring team members, providing them feedback and handling escalated issues. Since the Social Media project was formed I spend a good portion of my day (and night) reaching out to our customers online and resolving their issues.
Steve: What do you like most and least about working in customer service?
Gerry: Resolving people’s issues that had lost all hope and cementing customer’s confidence in Network Solutions. Should we really use what I like least?
Steve: What is your philosophy on providing stellar customer service?
Gerry: Never tell the customer we can’t do something. But tell them what we can do for them. Always go above and beyond the call of duty.
Steve: On a personal note, you are an avid blogger. What do you blog about and why do you enjoy it?
Gerry: Motivating people to do better in their work, lives, and health.
Steve: What is your feeling with using social media tools, like blogs and podcasts, to engage customers to improve the customer experience?
Gerry: I think companies who use these tools to reach out to their customers are really on the forefront of the new age of customer service.
Steve: What are the top five things a company can do to provide stellar customer service?
Gerry:
- Quick turn around times.
- Be very empathic when needed.
- Give 100 percent accurate information if you don’t know the answer be honest and find out.
- Treat every customer the same.
- Care for your customers like it was one of your family members calling in with an issue.
I wasn’t impressed with Network Solutions and their hosting. Domain names are fine with Netsol, but for hosting, I wouldn’t touch them with a 10 foot pole. Read my complete Network Solutions review.