April 28 2015

Video: Award-Winning Customer Service from Safelite’s Recruiting Team

Steve Miggo, Safelite Senior Vice President of Operations

After a busy winter last season, Safelite welcomed its first-ever Global Technician Team, consisting of almost 100 certified technicians from other Belron business units for a 4-6 week best-practice training program. These technicians were part of an expedited program that allowed citizens of participating countries to travel to and stay in the United States for purposes of sharing technical expertise.

The additional skilled labor during the Polar Vortex also helped meet customer demand.

This cross-functional team was awarded an International Exceptional Customer Service Award by our parent company Belron.

“To be able to make a difference in the customer experience is something we’re very proud of,” said Safelite’s National Recruiting Manager Elizabeth Howard, who led the initiative. “To be able to shorten lead times and to support the staff in some of the heavier hit markets was important. At the end of the day, the initiative was a success all around, not only because the technicians were able to come over and have a great experience, but also because there was best practice sharing between our techs. Ultimately the customer was supported, and we maintained a focus on that.”

This story gives us inspiration as we continue our quest to be a People Powered, Customer Driven company in which employees are empowered to deliver great customer service and business processes are improved by listening to customers. It’s a simple idea that happy, engaged people create happy, loyal customers.

Congratulations, Elizabeth and team! Thank you for living the People Powered, Customer Driven approach!

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