- Job title: Customer Care Back Office
- Country: Switzerland
- Length of service: 6 years
Regula is part of the Customer Care Centre (CCC) back-office support. Her job is to identify the right glass for customers who booked online, check glass coverage with insurers, and call back customers who have left messages.
Everybody likes working with Regula; she always listens and is very proactive. She puts herself in the shoes of the customer and does some extraordinary things to help them. She also encourages her colleagues to go the extra mile by being a great role model. On one such occasion, when a customer called after office hours to request the repair of his broken rear glass, Regula stayed on to call him back. The closest branch was already fully booked, so she looked to see if another branch would be able to serve him. The glass was only available in a branch 50 km away and the customer did not want to travel there. So, Regula called the manager of a third branch and asked him to pick up the glass and make the repair as a mobile service, despite the region not being assigned to his branch. Regula’s quick thinking, creativity and genuine care meant that the customer got his glass replaced quickly.