February 22 2016

Video: Award-Winning Customer Service from Safelite Repair Specialist Michael Graham


Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology
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“Make sure that the customer knows what you are going to do and set clear expectations.” - Michael Graham, Repair Specialist, Salt Lake City, UT

Job title: Repair Specialist

Years of service: 32 years

Location: Salt Lake City, UT



Michael Graham has served tirelessly for more than 32 years in multiple roles from technician to manager to repair specialist to team mentor – and continues to deliver exceptional customer service one customer experience at a time. He consistently achieves an exceptionally high Net Promoter Score (NPS) of 99%.

After 32 years Michael is still hungry to be out and about, helping take a bit of stress out of a customer’s day. His nomination is supported by these wonderful customer comments:

“Michael’s demeanor made the difference. He was very nice. I was extremely impressed with the quality. I consider Michael a TRUE ASSET to your company.”

“Michael’s flexibility was appreciated. I had some last-minute appointments come up and he was willing to change locations very quickly.”

“I have always had a great experience with Safelite. This time was no different. I called Safelite within minutes of a rock hitting the windshield. They accommodated my weird schedule and came out to my workplace. I felt like I was talking with an old friend. A great experience again.”


Top Tip
“Listen to the customer and keep your promise.”

Hobbies

Michael loves restoring old Chevrolets. Has completed a ‘57 Chevy Bel-Air and a ‘57 Chevy Sedan Delivery wagon is 90% complete. Mike can often be found at car shows at the weekend showing off his cars. He also has a passion for collecting old records and currently has 500 albums and 750 45s.

Because of his commitment to excellent service, Michael won an International Exceptional Customer Service Award.

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