Network Solutions - Small business conversations and working together for small business success » customer service on twitter http://blog.networksolutions.com Small Business tips, interviews and conversations that provide advice and discussion about small business. Fri, 20 Nov 2009 15:00:14 +0000 http://wordpress.org/?v=2.8.2 en hourly 1 Solutions Out Loud is a podcast from the Solutions Are Power blog team at Network Solutions. It offers tips, interviews and conversations that provide advice and discussion about small business. Network Solutions no Network Solutions smedia@networksolutions.com smedia@networksolutions.com (Network Solutions) 2007-2009 Solutions Out Loud Small Business, Technology, News, Management, Marketing Network Solutions - Small business conversations and working together for small business success » customer service on twitter http://blog.networksolutions.com/wp-content/themes/NetworkSolutions/images/NetSol-Logo-Sm.jpg http://blog.networksolutions.com Discussing Excellent Customer Service with Gerry Rosso of the Network Solutions Customer Center http://blog.networksolutions.com/2008/discussing-excellent-customer-service-with-gerry-rosso-of-the-network-solutions-customer-center/ http://blog.networksolutions.com/2008/discussing-excellent-customer-service-with-gerry-rosso-of-the-network-solutions-customer-center/#comments Tue, 19 Aug 2008 21:59:19 +0000 Steve Fisher http://solutionsarepower.com/?p=159 @gerryrosso
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:

  1. Quick turn around times.
  2. Be very empathic when needed.
  3. Give 100 percent accurate information if you don’t know the answer be honest and find out.
  4. Treat every customer the same.
  5. Care for your customers like it was one of your family members calling in with an issue.
]]> http://blog.networksolutions.com/2008/discussing-excellent-customer-service-with-gerry-rosso-of-the-network-solutions-customer-center/feed/ 8 Network Solutions Using Twitter for Customer Service http://blog.networksolutions.com/2008/using-twitter-for-customer-service/ http://blog.networksolutions.com/2008/using-twitter-for-customer-service/#comments Tue, 01 Jul 2008 18:28:32 +0000 cbensen http://solutionsarepower.com/?p=107 Network Solutions is joining many companies that are successfully using Twitter to respond to their customer’s needs. People are using services such as Twitter & their blogs to express their frustration & appreciation of services. Customers are pleasantly surprised when they get a quick positive response.

Anthony Bouvier expressed his appreciation for getting help on Twitter on his blog:

What happened after I vented was quite interesting. After figuring out the problem myself, I went to my Twitter page and I had a direct message from @netsolcares, a Network Solutions customer assistance rep on Twitter itself…He used Summize, a search engine for conversations going on at Twitter and found my message within hours of posting and contacted me directly to see if he could help at all.

“Now that is proactive customer support!”

Today we were able to help out another customer. He posted this on Twitter:

Can anyone explain why Network Solutions has been down for over a week and how I’ll ever be able to re-register my domain???

Within a half hour of that being posted Customer Service looked up the customer’s contact info & and called the customer to ensure that the domain is renewed and also resolve his issue. It seems his ISP was blocking his access to our website for some unknown reason.

Our goal is to provide the best customer service as soon as possible to all of our customers including those that are expressing themselves online.

I have joined Shashi as the voice of @NetSolCares on Twitter. We welcome your feedback whether it’s positive or negative.

Let us know if you would like us to tweet service messages?

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