Imagine a scenario in which business is booming overnight… and you don’t have enough skilled labor to meet the customer demand. That was the situation Safelite AutoGlass experienced last winter when the Polar Vortex created unprecedented glass breakage in the east. And while managers were quickly hiring, the Safelite certification process for auto glass technicians requires weeks of training. We needed a solution… fast, or our customer experience would suffer.
So, we turned to our global parent company Belron. Our sister companies in Europe were experiencing the opposite with mild weather leaving highly trained technicians with little work. With a fast turnaround time, our recruiting and field operations team were able to bring over nearly 100 technicians from Europe to help out in Safelite’s east coast stores and improve our time to serve.
We asked our readers, “What’s the most challenging aspect of delivering great customer service?” Below are the results. It’s no surprise that employee buy-in ranked highest with 43 percent of the votes, followed by budget constraints.
Share your success stories and tips with us! How have you been able to gain employee buy-in for your customer service efforts?
And, be sure to take our next poll: Has social media helped or hurt customer service?