In 1992, the U.S. Congress declared the first week in October to be “Customer Service Week.” The event celebrates the importance of customer service and the people who support customers on a daily basis. Here at “The Moose,” we’re celebrating with a week of festivities. We also wanted to know why customer service is so important to the steel industry and how Bull Moose ensures we offer top-notch service to our customers. We sat down with our expert, Beth Perniciaro, Director of Sales Support, to find out.
1. What are your responsibilities at Bull Moose?
As the Director of Sales Support, my job is to manage our Inside Sales Representatives and our Customer Service Team. Our focus is to provide the highest level of service to our customers.
2. How long have you been in Customer Service?
Customer service has been a part of every job I’ve had since I was 16 working at McDonald’s. In my professional career, I spent the first couple of years as a Customer Service Representative. After that, I spent time in other areas of the business that supported our customers, but mostly in the background. About 10 years ago, I decided it was time to circle back to my passion. I’ve been managing customer service groups ever since.
3. What do you like about working in Customer Service?
Taking care of our customers and always finding a better way to make the experience even better. As a leader, I love teaching people what it means to provide excellent customer service.
4. How does service differentiate Bull Moose Tube?
I think our Customer Service Reps are extremely responsive and work very hard to make sure our customers are taken care of as quickly as possible. Our goal is to make it as easy as possible for customers to do business with us. The team is always striving to offer exceptional service, because they truly care for the individual on the other end of the phone. We know our customers have a lot of choices, but we feel like our true advantage is our relationships with our customers. We are always trying to find ways to solve their problems and identify their needs. We think this helps create a partnership that is truly unique to the industry.
5. In a world where automated services are increasing every year, is it still important to have a “live” person to answer questions? Why?
One thing I noticed when I started at Bull Moose was there is always a live person to answer the phone. That seems like a small thing, but as companies continue to move to more automated services, being able to speak to a live person is becoming the exception. I think about my experience as a customer and sometimes I think, “I just want to talk to someone!” I’m glad we give our customers the opportunity!
6. What do you teach your team about providing good service to customers?
When I’m interviewing a candidate for a job at Bull Moose, I always start with, “Describe a time when you provided the best level of customer service…when you thought to yourself, ‘I rocked that and provided AWESOME service!’” I want everyone to know what AWESOME customer service looks and feels like. We talk a lot about how every person that calls, emails, comes to your desk, etc. is your customer and you must provide all of these different people with great service. We work on “speaking in the language of the customer” so that each of my CSRs are really good at anticipating and recognizing what the customer needs. This helps them to be able to differentiate how they communicate to support each customer individually.
7. What’s your favorite part about working at Bull Moose?
I love coming to work each day feeling like I can positively effect something, whether that is a process improvement idea or helping the CSRs look at a problem in a different way and turn it into a great customer experience. And I love the people at Bull Moose– It’s nice to be surrounded by people who really care about their customers and each other!