January 29 2016

Safelite AutoGlass Technician Receives Accolades in Book for Exemplary Customer Service


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

Kanyon Hillaire, a technician for Safelite AutoGlass, serves the community of Longview, Wash., through the company’s Portland, Ore. market. He recently was chosen to be in the upcoming book 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Make Lasting Impressions because of his commitment to providing a great customer experience.

Less a ‘why is customer service important’ book and more a ‘how to deliver great service’ book, 501 Ways to Roll Out the Red Carpet for Your Customers provides the reader with 501 actionable tactics and ideas for providing exceptional customer service as well as organizational strategies for hiring, onboarding, and training staff. The book concludes with a 30-day plan to prompt and help the reader put everything into action.

Hillaire’s story of going the extra mile for a customer is one example included in the book. One particular morning, Hillaire reached a customer who he soon learned was deaf. He knew that communicating during a job is crucial. Customers must understand how long the repair or replacement will take, when it’s safe to drive the car, and what they can expect during the appointment. Hillaire was quick to think of a solution. He called a friend who knew sign language and asked her to record a message for him.

“I could have written everything thing down for my customer,” Hillaire explained. “But, have you ever seen someone after you speak to them in their native language? If not, try it some time. Just learn a little bit and that person becomes more relaxed and they feel more comfortable. For me, customer service is more than doing a good job. Customer service is allowing that person to feel comfortable and safe. Then they can trust me when I am working on their vehicle.”

You can learn more of Kanyon’s story here: http://youtu.be/lbsyEMtUGEk

The ripple effect of red-carpet service did not end here. Safelite’s executives were so impressed with Hillaire’s innovation, they developed official company videos for the deaf and hard of hearing for all its technicians to access when needed. Spanish-language videos quickly followed.

About Red-Carpet Learning

Red-Carpet Learning Systems, Inc. helps leaders in service industries turn prospects into customers and customers into raving fans! Our team of customer service experts provides training and tools to help you define and design a company culture focused on customer delight and delivering a red-carpet experience.

501 Ways to Roll Out the Red Carpet for Your Customers is power-packed with proven, ready-to-implement action ideas to enhance your customers’ experience. You’ll find examples from a variety of fields, from healthcare, banking, and entertainment to small business, retail, and entrepreneurial ventures. 501 Ways to Roll Out the Red Carpet for Your Customers is available now online to preorder, and will be available in stores on December 21, 2015. For information on the book visit: http://www.redcarpetlearning.com.


Donna Cutting, CSP is the author of “The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service” (Wiley, 2008) and the forthcoming book, “501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Make Lasting Impressions” (Career Press, 2015). An in-demand speaker on the topics of employee engagement, customer experience, and workplace culture, Donna can be reached at .(JavaScript must be enabled to view this email address).

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