Interview with a Customer Service Guru
Posted by: mprough
So much of the Internet can be detached from the entire human angle, especially in sales. Sales and support in "brick and morter" businesses are nearly synonymous, but not so on the web.
However, blazing the trail to integrate customer service in his web site is local business owner Joe Mullet, owner of The Satellite Shop. Joe not only runs a very successful Internet business selling satellite equipment and programming, but he has made a name for his business supplying first class customer support.
If you were to visit Joe and his crew at their Tallmadge, Ohio order center you would certainly hear the phones ringing a lot. Almost non stop as a general rule. You see Joe has built his business on actually serving his customers much like the shop is a "brick and morter" business. He and his crew answer those phones and take individual time with each caller to fix programming issues, describe product, build custom systems and programming, and even talk a bit of satellite news and theory.
Joe and his crew have what we in the restaurant management business have always referred to as the "customer service bug", and a genuine "sense of urgency". I know in my management years, these qualities could make or break your store's reputation and success. Joe and his crew not only supply this high energy customer service platform, but they are experts.
My husband and I were invited to The Satellite Shop holiday party yesterday evening, and I must tell you Joe's energy and people appreciation is not only limited to his customers. The employees of The Satellite Shop are treated like family, and with great respect.
Joe has big plans for his business and web site, but every plan is designed to improve customer service. He recently developed a satellite TV information blog to deliver programming guides, tutorials, and in depth product reviews to help people understand the technical language and operation of cutting edge satellite TV and equipment. He talked about all the things he plans to do, and in true professional style has plans to implement every idea. He plans for FAQ systems, contact forms which generate a call to the customer to walk them through all of the satellite solutions available to them, and even 24 hour call center implementation.
If I had to pick one quote that entirely encompasses the time we spent with Joe and his crew yesterday it would be this.
"If we didn't answer our phones, we would be out of business."
Joe Mullet
Well, hats off to Joe Mullet for thinking outside the box, and delivering the customer service that Internet users have come to expect less and less.
Happy Holidays
Melanie Prough
Northeast, Ohio Business Review from: NEOScoop.com
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The Satellite Shop
467 Fenn Road,
Tallmadge, Ohio 44278
Monday-Friday 9am-6pm EST
Local 330-633-7133
Toll Free 1-866-328-0887
-----------------------------------------------------------------------------------------------------------------
However, blazing the trail to integrate customer service in his web site is local business owner Joe Mullet, owner of The Satellite Shop. Joe not only runs a very successful Internet business selling satellite equipment and programming, but he has made a name for his business supplying first class customer support.
If you were to visit Joe and his crew at their Tallmadge, Ohio order center you would certainly hear the phones ringing a lot. Almost non stop as a general rule. You see Joe has built his business on actually serving his customers much like the shop is a "brick and morter" business. He and his crew answer those phones and take individual time with each caller to fix programming issues, describe product, build custom systems and programming, and even talk a bit of satellite news and theory.
Joe and his crew have what we in the restaurant management business have always referred to as the "customer service bug", and a genuine "sense of urgency". I know in my management years, these qualities could make or break your store's reputation and success. Joe and his crew not only supply this high energy customer service platform, but they are experts.
My husband and I were invited to The Satellite Shop holiday party yesterday evening, and I must tell you Joe's energy and people appreciation is not only limited to his customers. The employees of The Satellite Shop are treated like family, and with great respect.
Joe has big plans for his business and web site, but every plan is designed to improve customer service. He recently developed a satellite TV information blog to deliver programming guides, tutorials, and in depth product reviews to help people understand the technical language and operation of cutting edge satellite TV and equipment. He talked about all the things he plans to do, and in true professional style has plans to implement every idea. He plans for FAQ systems, contact forms which generate a call to the customer to walk them through all of the satellite solutions available to them, and even 24 hour call center implementation.
If I had to pick one quote that entirely encompasses the time we spent with Joe and his crew yesterday it would be this.
"If we didn't answer our phones, we would be out of business."
Joe Mullet
Well, hats off to Joe Mullet for thinking outside the box, and delivering the customer service that Internet users have come to expect less and less.
Happy Holidays
Melanie Prough
Northeast, Ohio Business Review from: NEOScoop.com
-----------------------------------------------------------------------------------------------------------------
The Satellite Shop
467 Fenn Road,
Tallmadge, Ohio 44278
Monday-Friday 9am-6pm EST
Local 330-633-7133
Toll Free 1-866-328-0887
-----------------------------------------------------------------------------------------------------------------