April 01 2014

Customer Service Hero: Jacki Wilburn

Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology

Jacki Wilburn has become somewhat of a celebrity at Safelite. A repair specialist in Boise, Idaho, Jacki’s accolades include a 2013 Wall of Fame award, the 2012 and 2013 Best of Safelite Repair awards, and a 2012 Top 10 Excellence in Service award winner! Now, she is the first-ever two time winner of the 5th Annual Exceptional Customer Service Award.

This latest recognition isn’t meant to look back on her performance, but instead to recognize what she’s doing now. Safelite’s customer service measurement system for techs is called the Technician Power Score, and Jacki has had the highest two-year average score at 99.7 percent!

While she has some of the top service scores in our company, it’s her personality and passion for customer service that stands out. From her friendly approach with customers to her focus on always delivering a quality job, Jacki is definitely one of our company heroes. Just read some of the compliments from her customers….

Douglas K.: “Jacki was excellent! She was prompt, friendly, neat, showed us what she was doing, explaining why; she went the extra mile... she told us what to do and not to do and did an incredible job fixing the chip so we couldn't see it (almost). We’ll always remember her. The name Safelite is embedded in our minds with her smile!”

Heather C.: “Jacki was a pleasure. She’s a great communicator. She was very professional and explained all she’d be doing, and she did all of the work in an expert manner. She has a great work ethic and integrity! I would highly recommend Safelite to anyone based on the great work Jacki did.”

We are privileged to have Jacki on our team. Thank you and job well done.

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