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