Emergency Glass

Express Glass’ Customer Service Team responds to over 100 phone calls and emails daily from people who need Glass Repair or Glass replacement for their home, business or building.

She manages the Customer Service Team’s training and staffing while providing leadership and motivation, inspiring a high performing team based culture that continually builds on existing skills and knowledge.Gail recently joined Express Glass and shares how her role ensures each and every call gets the best service. Managing a team of up to 8 people ensures Gail is very busy. A background in trade services and a more recent role in Strata Management hold her in good stead for the increasing amount of strata and building manager customers Express Glass services.

Gail is constantly interacting with home owners, strata managers, executive committee members, building managers and insurance professionals.

“I can often be dealing with multiple people for one job – from the Strata Manager orinsurance representative who requests our assistance to the on-site building manager or business owner who allows our staff on site to complete the job. Communicating effectively with everyone is essential,” said Gail.

“The biggest issues our customers face is that their glass replacement is an emergency and needs to be fixed that day,” said Gail. “These emergencies are of course for safety reasons, but also for business and building security.  Our role is to communicate effectively with callers and understand their requirements to ensure that once staff are on-site, the job can be completed as quickly and as efficiently as possible. We specialise in building glass replacement and we work daily to improve processes and communication to achieve our motto of “Seeing It Through”.

Gail’s Customer Service team handles a lot of volume each day, also running after-hours support from Sydney for Western Australian enquiries, but Gail acknowledges that a great team and happy work-place make her role enjoyable. “It is definitely the people at Express Glass, the way they genuinely care about the company and its customers that shines through,” said Gail.

If you have a glass emergency or enquiry contact Gail’s team on 1300 666 234 or connect with her on LinkedIn.

Seeing it Through

About Express Glass: 

For over 25 years Express Glass has provided Emergency Glass Replacement services to Australian businesses and households, operating 24 hours a day, every day of the year. We are the leading service provider in the glass replacement and repair industry to the business and property management sectors. www.expressglass.com.au

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