The Countess of Customer Service…

…That’s what we call Rachel Danyluk. She’s an excellent example of the high level of service you get from our Signal Connect division.

Meet Rachel. She’s someone we’re proud to call our “countess of customer service.” We base this job title on the number of glowing compliments she gets from clients. Her teammates in Signal Connect are very fond of Rachel’s skills, too. They’re not shy about singing her praises, either. Everyone loves Rachel, as you shall soon see. Someone this beloved by customers and coworkers deserves to be honored in the blog. I mean, it’s only right!

So, What Makes Rachel So Amazing?

Everything, as far as everyone at The Solid Signal Blog is concerned. But we know we need to be more specific, so we went right to the source. Since it’s not like Rachel to brag, it took some prying to get to the truth about her customer service skills. She said, “I have empathy for our customers because of all my years of call center experience. I know what it feels like to get transferred back and forth and not get the answers you are looking for.”

One-call resolution is what Rachel strives for each day. She backs this up with plenty of notations to ensure accountability and transparency. Rachel explained, “I truly care about each of our customers and their needs. I always do my best to help them.” So, are you someone who thinks you could use Rachel’s help with a tech issue? Just know that there are two ways to end up on the other end of the phone with our awesome coworker:

1. DIRECTV Customer Support

Rachel handles every aspect of this. This includes programming concerns, billing, and equipment orders. It also covers submitting requests for replacement orders/ERL/refunds. Time and again, Rachel has proven herself a huge asset to Signal Connect’s DIRECTV customers. “It’s not every day that I get calls on DIRECTV connection issues,” she explained. “When they happen, people want it solved right away so they can get back to watching TV.”

“Rachel is a total rock star! We get so many compliments about her.”

Mike Kochenderfer, Signal Connect Sales Manager

When Rachel is on a call, it’s like she’s two different people. To the customer, the side of her that’s eager to help comes out. Her voice, which is on the other side of the cubicle, is friendly, caring, and compassionate. Internally, she can be tenacious in her drive to track down solutions for her clients. “I’ve been told that I’ll stop at nothing to resolve their issues,” Rachel said. “I take that as a compliment!”

2. Specialty Internet Connectivity Devices

Helping people goes beyond customer support. It also includes getting people the products they need. Rachel has stepped up to fill that role in some very specific ways here at Signal Connect. “I’m the in-house expert on the GotW3 and GOTSPOT systems,” she explained. “I’ve learned as much as I can about these products so I can answer questions and make recommendations.”

“Rachel is amazing! She goes the extra mile to complete things quickly and professionally.”

Katie Drypen, Signal Connect sales administrator

For those who don’t know, gotW3 and gotSpot deliver internet to where it’s needed most. These are wireless router devices that run off cell towers. Customers purchase the device and set up a monthly plan – ranging from 50 GB to 750 GB a month – based on estimated data usage. Such a unique product means customers have lots of questions. Thankfully, we have Rachel.

“I’ve worked with the company’s customer service team to ensure quality care for everyone we sign up. I walk customers through basic troubleshooting, equipment rests, and refreshing their IP address.” If a customer has an issue that goes beyond her grasp of the system, Rachel connects them with someone at gotW3.

“How Do I Get Hold of Rachel?”

After bragging her up the way we did, it’s natural that you’d want to connect directly with her when you need help. She’ll be the first to tell you that she’s one of many talented customer service reps in our Signal Connect division. “Seriously, it’s true,” Rachel added. “Everyone here is dedicated to solving your issues and getting what you need.” There is one way to directly connect with Rachel, and that’s if you need help with your gotW3 or gotSpot system. If that’s the case, you can reach her at 248-277-4005.

About the Author

Jake Buckler
Jake Buckler is a cord-cutter, consumer electronics geek, and Celtic folk music fan. Those qualities, and his writing experience, helped him land a copywriting gig at Signal Group, LLC. He also contributes to The Solid Signal Blog.