April 16 2012

Customer Service Hero: Jacki Wilburn

Customer Service Hero: Jacki Wilburn
Scott Gardner, Regional Quality & Training Manager

MediaBio_EverydayHero_JaclynWilburn.pdfOne way Safelite achieves customer delight is by hiring people who have a natural tendency to relate to people and do the right thing. We identify them by looking for our Core Competencies.

Sticking to our Core Competencies has helped us recruit some of the best service providers including Jacki Wilburn, who has been a windshield repair specialist in Boise, Idaho for three years. Previously, she owned her own mobile repair service. We are lucky she decided to join us as she continually shows her commitment to customer delight.

Safelite AutoGlass uses the Net Promoter Score (NPS) method as its customer satisfaction survey. Between January and July 2011, Jacki received more than 175 customer surveys with zero detractors. Her individual NPS is 99.8%!

This has earned her a 2011 Exceptional Customer Service Award.

Watch this video to hear Jacki talk about what motivates her to achieve customer delight.

We’re proud to have Jacki on the Safelite team!

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Marvelous!!! Job you have done.  Actually, you are pleasure to know, seriously. Your work is incomparable.  It’s a masterpiece.
Your article is very resourceful and beneficial. And the work done is appreciable. Thumps up for it!!!!!!

pickmeindia, June 11, 2012

Glad I’ve finally found soeithmng I agree with!

Red, October 24, 2013

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