October 14 2014

Safelite AutoGlass Improves Customer Service for Spanish-speaking Customers

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

I’m excited to share that Spanish-speaking customers of Safelite AutoGlass will now receive improved communications about what to expect before, during and after service is provided.

While Spanish-speaking customer service representatives in Safelite’s national contact centers have helped customers with cost estimates and scheduling appointments over the phone for many years, customers may now be able to communicate better with the technician performing the service, thanks to a series of videos accessible through the technicians’ company-provided smartphone.

Check out this sample of what to expect during the pre-inspection.

Videos in American Sign Language
are also available for deaf and hard of hearing customers.

These videos were inspired after one of Safelite’s technicians – Portland, Ore.-based Kanyon Hillaire – brought the need to light. His story has been shared earlier this year.

This is a prime example of how Safelite strives to be customer driven. By paying attention to customer needs, we can create solutions for them, thereby creating a memorable customer experience. This is just one small thing we can do to make working with Safelite easy for our customers.

Do you have other examples of how companies can cater to diverse customer needs that you’d like share?

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It’s good to see someone thkniing it through.

Tommy, July 27, 2015

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