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Press release

Press release

06-06-2013

Safelite AutoGlass Wins International "Exceptional Customer Service Awards"

Safelite’s focus internally and externally on customer delight continues to be recognized

COLUMBUS, Ohio – June 7, 2013 - Four employees at Safelite AutoGlass® – a leader in customer service for vehicle glass repair and replacement – were honored with a 2012 4th Annual Belron® Exceptional Customer Service Award.

Belron®, the world's largest dedicated vehicle glass repair and replacement company with a presence in 34 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 provide exceptional service to customers.

The U.S. recipients of the international 2012 Exceptional Customer Service Awards are:

·Shawn Finn, Safelite AutoGlass® Technician, Yuma, Ariz.

Safelite® measures customer satisfaction using the Net Promoter Score (NPS). Between 2010 and 2012, Finn, has served 3,000+ customers and has had an NPS of 100 percent two straight years.

Finn’s manager Kevin Goines said, “I’ve been in this business a long time and I’ve never met someone as passionate about their work and making customers happy. He has a great work/life balance and is well-liked by co-workers and customers alike.”

·Josh Lanich, Safelite AutoGlass® Technician, DuBois, Pa.

Lanich is an integral reason Safelite’s Pittsburgh market delivers exceptional customer service according to General Manager Joe Rotolo. “He’s the epitome of what technicians want to be and the face of the ‘ultimate Safelite® technician.’”

In the last three years, Lanich served 3,500 customers with only two “Detractors” out of 500+ surveys.

·Jon Laski, Safelite AutoGlass® Regional Vice President, Mid-Atlantic, Orlando, Fla.

Before being promoted to the Mid-Atlantic regional vice president at the beginning of 2013, Laski served as the general manager for the Safelite’s eastern Florida market where he had a Net Promoter Score of 87 percent and the highest 2011 employee engagement score of 96 percent.

·Ken Thompson, Safelite AutoGlass® IT Manager, Columbus, Ohio

 At Safelite AutoGlass®, all departments play a role in creating customer delight, and support departments such as IT strive to delight internal customers as well. IT Manager Ken Thompson was responsible for transforming the “help desk,” which handles more than 100,000 calls and 40,000+ incidents annually, into a trusted, better functioning system.

“We aim 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 Belron® business unit. Each nominee earns a special designation as a Belron Everyday Hero. This year, there were 35 nominations from 13 countries. The additional U.S. nominees deserving recognition for excellent customer service are:

·         Rich Glover, Assistant Vice President of Manufacturing and Distribution (Braselton, Ga.)

·         Paul Groves, Director of Materials Management and Logistics (Columbus, Ohio)

·         Keven Strong, Technician (Queens Village, NY)

·         John (JJ) Wishon, Store Manager (Mesa, Ariz.)

About Safelite AutoGlass®

Safelite AutoGlass®, founded in 1947, is the nation’s leading provider of vehicle glass repair and replacement services, providing mobile service to more than 95 percent of the U.S. population in all 50 states. The Columbus, Ohio-based company employs nearly 10,000 people across the United States and serves more than 4.1 million customers annually. For more information, visit www.safelite.com.

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Media Contact: Melina Metzger, Safelite AutoGlass®, 614.210.9232, melina.metzger(at)safelite.com  

 

 

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