- Job title: Multi-task Technician
- Country: France
- Length of service: 4 years
Colin’s commitment to exceptional customer service is the driving force behind a project that will help Carglass® communicate better with customers who have a disability, especially those who are deaf.
Colin had the idea to create a tool to facilitate communication with customers who have a disability, encompassing booking an appointment right through to the repair or replacement. The idea came to him after a rather uncomfortable experience with a disabled client when he’d felt powerless and didn’t know how to go about describing the inspection and work to the customer. Always on the lookout for ways to surpass himself and acquire new skills, Colin decided to explore ways to help our disabled customers.
Colin proposed developing an app for the Carglass® website to enable customers to advise us if they have a disability that needs to be taken into account. Then everyone (call centre staff, branch managers, technicians) would be aware of the customer’s specific needs and would be better able to serve that customer. He created a PowerPoint presentation to explain his project, providing step by step instructions. The Diversity Team welcomed Colin’s initiative and a working group has been set up to bring his idea to fruition.