Discussing Excellent Customer Service with Gerry Rosso of the Network Solutions Customer Center

August 19, 2008 :: Steve Fisher

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.

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