Field of Vision
from the editor
“Thanks So Much”
by Penny Stacey
26 of this issue, you’ll find something we’ve never before included
in AGRR magazine—real-life transcripts of calls between customers and
auto glass shops, along with calls involving glass shops, customers and
insurers. Readers provided these calls (devoid of identifying information)
to AGRR magazine and I had the “pleasure” of transcribing them. The purpose
of reprinting them is to share some of the possible steering tactics that
you might encounter when working with third-party administrators.
I recognize one man’s “educational conversation” is another man’s steer,
but I caught something else as I listened to the calls. The auto glass
shops involved all had trained their CSRs—and in two cases, likely their
technician/CSRs—to provide excellent customer service.
I heard phrases like “thanks so much” and “I really appreciate it” repeatedly.
Some might say this is over-the-top or that this takes too much extra
time, but I disagree. Even though the situations in which the customers
were involved were not the greatest (one of them was frustrated because
the TPA had called her questioning the price of the installation, and
two were advised their coverage couldn’t be verified), you can tell from
the tone of the customer on the other end that he/she finds it hard to
become frustrated with the shop.
I don’t know about you, but in the fast-paced world in which we live,
I get really irritated when I have to spend countless minutes (that sometimes
turns into hours) on the phone for something simple. But, if I do, I’m
much less frustrated when the person with whom I’m speaking is polite,
appreciative and engaged in the
Each issue, when I make the calls for our “Price Points” department, I’m
always a bit surprised by some of the responses I get. Many answer the
phone “Hello?” and I have to ask if I’ve actually called an auto glass
shop or have the wrong number; many tell me they are busy with a replacement
(and in those cases I know it is tough—when you’re a one-man show answering
phones and doing the work); and others might repeat the vehicle back to
me like I’ve bothered them immensely.
If you’ve ever met me, you know I’m a pretty friendly person (unless someone
is rude to me over the phone), so I feel pretty confident I haven’t caused
But when I am an actual consumer, chances are, if price, quality, etc.,
are pretty similar between two companies, I’m going to choose the one
that was nice to me over the phone (or in person, depending on the case).
As always, I’m sure if you’re reading this magazine, you care about your
business and treat your customers (and potential customers) with respect
and courtesy. So, I’d like to hear your tips for training CSRs or for
handling phone calls. Please e-mail me at firstname.lastname@example.org. Thanks so
much for reading.
P.S. If you’re at the upcoming Spring Auto Glass Show™, please be sure
to stop by booth #28 and say hello.
Penny Stacey is the editor of AGRR magazine.
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No reproduction of any type without expressed written permission.