August 05 2011

Customer Service Role Playing, Part I


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

As COO of Safelite AutoGlass®, I am always looking for moments of customer delight from other companies so that we can see if there is something to bring back and apply at Safelite. We want to be a company famous for our service and I have no problem learning from and imitating excellence found in other companies.

Within the past year I had the pleasure of experiencing fantastic customer service at a Mandarin Oriental Hotel. The staff was attentive and really attended to my every need. They get it! Just amazing service.

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August 03 2011

Customer Service Metrics Drive Operational Improvement


Customer Service Metrics Drive Operational Improvement
Tom Feeney, Safelite® President and CEO
4 Comments

To become a customer-centric company, we first had to know what our customers think of us. There are many types of customer satisfaction measurements, but the one that works for us is the Net Promoter Score (NPS), co-developed by Satmetrix and Bain & Associates.

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