August 22 2011

Excellence in Service Profile: Jacki Wilburn, Repair Specialist

Scott Gardner, Regional Quality & Training Manager

Recognizing employees when they are complimented for customer service is just one way we have built a customer-focused culture. We call it our Excellence in Service program – every time one of our associates is complimented in writing, our president writes them a note and they earn points toward online purchases. It’s fun and it’s rewarding for those who go the extra mile.

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August 15 2011

Putting An End to Customers’ Wait Time

Rich Harrison, Safelite® Senior Vice President & Chief Operations Officer

According to the TOA Technologies 2010 Cost of Waiting Survey, on-time arrival has the highest impact on brand reputation among 76 percent of Americans waiting for service appointments.

When an appointment is on time, 58 percent of respondents will make a recommendation to friends. But if the company is just 15 minutes late that drops to 10 percent. On the service improvement wish list, 48 percent said they want on-time arrivals. This data illustrates the need for service providers to offer scheduling flexibility and confidence in service appointment times.

To this end, Safelite has developed custom technology using popular features such as GPS tracking and mobile phone applications that allows us to more accurately schedule service AND streamline the fulfillment process.

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