CARSTAR joined the Customer Service Professionals Network (CSPN), in its mission is to increase the quality and standards of the customer service profession the CSPN annual conference in Toronto, May 14-16.
CARSTAR says it has one of the highest rates of customer satisfaction in the industry, largely due to the efforts of Monica Horvath-Cekolj, who represented CARSTAR at CSPN’s fireside chat session where customer service professionals discussed their personal challenges and learnings to help educate attendees.
“Participating in these events is crucial in staying ahead of industry advancements, enhancements and consumer sentiments when it comes to customer service,” says Horvath-Cekolj, Senior Manager, Sales & Franchise Services. “CSPN was an outstanding opportunity to not only share my challenges and outcomes with attendees, but also learn from my peers as various experiences complement my own, even when they are not involved in the collision repair field.”
Joining the CARSTAR team over four years ago, Horvath-Cekolj has consistently focused on maintaing CARSTAR’s reputation as a leader in premier collision repairs and customer experiences. Growing the CARSTAR Care Centre from a staff of five to now a staff of over 20, Horvath-Cekolj has been able to navigate the countless challenges of the collision repair industry to build a robust system that supports CARSTAR’s ever-expanding network.
“Communication is typically where the customer experience breaks down, so it is important to communicate effectively, proactively and in the customers preferred method,” said Horvath-Cekolj. “Every customer visiting CARSTAR is relying on us in their time of need, and I understand how crucial it is to transform that negative experience behind the wheel in to a positive repair experience.”