Safelite Earns Four of Top Ten Service Awards


COLUMBUS, Ohio - Safelite AutoGlass® - a leader in customer service for vehicle glass repair and replacement - was awarded four of the top 10 2010 2nd Annual Belron® Exceptional Customer Service Awards.

Belron®, the world's largest dedicated vehicle glass repair and replacement company with a presence in 33 countries, is the parent company of Safelite AutoGlass®. In 2009, the Belron® Exceptional Customer Service Award was created to recognize Belron® people who are providing exceptional service to customers.

The International Top 10 Exceptional Customer Service Award were given to (in alphabetical order):

  1. Bedford, Pennsylvania Service Center, United States
  2. Bill Hebb, Service Center Manager, Canada
  3. Dave Hunt, Billings, United Kingdom
  4. Diane Smith, Repair Specialist, United States
  5. Francisco Guillot, Branch Manager, Spain
  6. Jesper Nielsen, Technician, Denmark
  7. Liege Customer Delight Team, Belgium
  8. Pieter van der Wijk, Mobile Technician, Netherlands
  9. Safelite Arizona Call Center Launch Team, United States
  10. Shane Adams, Repair Specialist, United States


"Customer service is not a department, it’s an attitude and attitude is everything. This program provides an opportunity to recognize the elite among our 10,000 U.S.-based employees and the 29,000 Belron® employees around the world who demonstrate and put into action outstanding customer service attitudes," said Tom Feeney, president and CEO of Safelite AutoGlass® said. "Each day all of our people are asked to serve our customers. Some do it because it’s part of their job, others do it because they passionately believe that providing exemplary service distinguishes our company from the rest of our competitors. It’s part of who they are. If we study their behavior and attitudes we can all learn and improve."

The additional U.S. nominees deserving recognition for excellent customer service are:

  1. Executive Services Team Represented by Judy Queen, Columbus, Ohio
  2. Jerry Borne, New Orleans, Louisiana
  3. Ron Zech, Mobile Technician, Minnesota


About the Exceptional Customer Service Award Winners

The Bedford, Pennsylvania Service Center includes veteran store manager Robin Crissey and her two technicians Keith Hoover and Randy Stiffler – all of whom have 20-plus years of service at Safelite®. Joe Rotolo, Safelite® General Manager in Pittsburgh, Penn., nominated the Bedford team after continually earning the highest customer service scores in the market based on customer surveys.

Diane Smith, a vehicle glass repair specialist, in Las Vegas has been with Safelite® for three years. Her local General Manager, Steve Parker, nominated her after multiple customer letters recognizing her excellent customer service and due to her high scores on the company’s customer survey.

Safelite’s Arizona Call Center Team was recognized for their quick response to opening and transitioning a new facility. In just six weeks, the team hired and trained 260 customer service representatives. Between March 1 and June 1, the Arizona Call Center had taken over 950,000 calls with service levels over 90%. A remarkable feat considering this took only six weeks to accomplish!

Shane Adams, a vehicle glass repair specialist, in Arlington, Tex., received more than 100 letters from customers who were delighted with their experience with Safelite® in 2009. Chris Bailey, General Manager of Dallas said, "Shane is considered a model associate and is always striving to raise the bar with his performance."

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