Safelite Earns Four Customer Service Awards
COLUMBUS, Ohio – March 15, 2012 – Safelite AutoGlass® – a leader in customer service for vehicle glass repair and replacement – was awarded four of the twelve 2011 3rd Annual Belron® Exceptional Customer Service Awards, more than any other country.
Belron®, the world's largest dedicated vehicle glass repair and replacement company with a presence in 32 countries, is the parent company of Safelite AutoGlass®. The Belron® Exceptional Customer Service Award was created in 2009 to recognize Belron® team members worldwide who are providing exceptional service to customers.
The U.S. recipients of the international Exceptional Customer Service Awards are (in alphabetical order):
Michael Brandon, Technician, Greenville, South Carolina
Last year, Brandon received more than 175 completed customer satisfaction surveys from customers. None rated him unsatisfactory. In fact, those that would recommend his work is an impressive 99.6 percent.
David Leach, Rockies Division Manager, Denver, Colorado
After a devastating tornado hit Joplin, Missouri in May 2011, Leach spearheaded efforts of his local Safelite AutoGlass® team and partnered with the Red Cross to collect more than 55,000 pounds of donations.
Dave Ross, General Manager, Boise, Idaho
Ross found a unique way of approaching customer delight in his market. Each week when new customer satisfaction survey results are published, technicians lead the discussion about challenges on the job and opportunities to learn from each other on how to delight customers. This approach has earned Ross the highest employee engagement and customer satisfaction scores in Safelite’s U.S. operations.
Jacki Wilburn, Repair Specialist, Boise, Idaho
Between January and July 2011, Wilburn received more than 175 customer surveys and zero detractors. Her individual customer satisfaction score is 99.8 percent. One customer shared: “I was very, very impressed with Jacki’s service. I have never had such great service. She kept me very informed and the windshield repair was done quickly.”
“We strive to delight our customers daily. This award is an opportunity to thank those who go above and beyond in creating a memorable customer experience,” said Tom Feeney, president and CEO of Safelite AutoGlass®. “Out of approximately 25,000 Belron® employees worldwide, these four have proven their passion for customer service.”
Nominations are made by each individual business unit. Each nominee earns a special designation as a Belron Everyday Hero. This year, there were 46 nominations from 17 countries. The additional U.S. nominees deserving recognition for excellent customer service are:
•James Dodt, Workforce Management Analyst, Columbus, Ohio
•Paul Groves, Director of Materials Management and Logistics, Columbus, Ohio
•Barry Johnson, Repair Specialist, Charleston, South Carolina
•Jamie Sonnier, Mobile Pro Technician, Lake Charles, Louisiana