This year, Safelite AutoGlass® held a national Best of... Championship to identify its top technicians and customer service representatives. Winners are selected through a three-part process. First, CSRs must meet Safelite’s existing Key Performance Indicators (KPIs), a set benchmark to measure success. Next, the top performers receive “mystery calls” to rate their service. Finalists then competed in-person during the National Competition on February 8, 2012 in New Orleans. Winners are identified in three categories: Sales, Insurance Referral and Field Services.
(Watch the highlight video)
The three top customer service representatives each were rewarded a $2,500 cash prize. Each will be featured in our blog over the coming months.
First, our 2012 Customer Service Champion in our Insurance Referral Department is Angie Miller, located in our Columbus, Ohio contact center. Angie has been with Safelite® for 13 years.
We asked Angie a few questions about customer delight:
1. How did you decide to become a customer service representative?
I have always been a people person.
2. Did you serve in other customer service representative before joining Safelite?
Before joining Safelite, I worked in retail for a few years.
3. What skills do you bring to the table that make you such a great customer service representative?
I treat people how I would want to be treated. When a customer calls in an insurance claim, I want to make it an easy and enjoyable experience.
4. What is the best thing your employer can do to help you be an outstanding customer service representative?
The best thing an employer can do is make the workplace enjoyable. If an employee likes where they work it will come through in the way they help the customer.
5. What tips do you have for other customer service representatives or those in training?
The customer always comes first. Do what you can to help the customer. Ask questions if you are unsure of something, it only makes you a better CSR.
To celebrate her big win, Angie and her husband took a vacation to Las Vegas using some of her prize money!
Her team was not surprised by her win. Contact Center Operations Manager Tisha Bivens, shared, “Angie always goes the extra mile to make sure the customer is taken care of. She strives for extraordinary results and customer delight every day.”
Well done, Angie!