Quotes
Finish the quote: "So yes, I could have written it down, but I would have missed out on the ___ I saw in my customer's face..." -Hillaire
What is "joy"?
What is Safelite?
What is a vehicle glassware repair business?
Who wrote The Service Culture Handbook?
Who is Jeff Toister?
Where can leaders communicate culture?
What is
1. Company wide newsletters.
2. Town hall meetings.
3. Posters and signage.
4. Site visits to individual locations, departments or teams.
5. Your direct reports.
Finish the quote: "Trust is a very ___ _____," -Hillaire
What is a "big thing,"?
What is recording a video of a friend who knew sign language signing an introduction of who he was and what he would be doing step by step?
What is the name of the employee for Safelite who created a sign language video for a customer who was hard of hearing?
Who is Hillaire?
Define the steps of empowering employees.
What is
1. Invest in resources, tools, and equipment.
2. Define standard operating procedures.
3. Give Employees the right authority.
Who said, "There's a lot of emotion going through your mind. What we try to do is bring a peace of mind to that experience."?
What is Tom Feeney?
What is Safelite's service vision?
What is, "Achieve extraordinary results by looking at our business through the eyes of our customers and making it easy for them to do business with us and ensuring their experience is memorable"?
What is the name of the friend of a Safelite employee who recorded their sign language to help a customer?
Who is Amanda?
What were the steps of the sample empowerment procedure?
What is
1. Identify a guest service issue.
2. Resolve the issue.
3. Record the discount.
What company's COO said, "Everyone who works here is a customer"?
What is Squarespace?
Safelite won two awards in 2016 from what insurance company?
Who is USAA?
What is the name of the Safelite CEO?
Who is Tom Feeney?
What are Squarespace's six core values?
What is
1. Be your own customer.
2. Empower individuals.
3. Design is not a luxury.
4. Good work takes time.
5. Optimize towards ideals.
6. Simplify.
What is the corporate office of many companies referred to as?
What is "the ivory tower"?
What does Safelite email their customers to build trust?
What is the technician's picture and bio?
What is the author's phone number?
What is 619-955-7946?
What questions should leaders quiz themselves with that employees should be able to answer (also referenced in chapter four)?
What is
1. What is the customer service vision?
2. What does the customer service vision mean?
3. How do I personally contribute to the customer service vision?