Agero Best Practices - Increasing Customer Satisfaction

With greater competition and higher expectations, customer service is more important and challenging than ever. This article focuses on the basic parts of a service and how to move your service from “good” to “excellent.”

The first and last impressions are two of the most important pieces of the customer service experience. When a customer is stranded on the side of the road they may be stressed, upset or even scared. Your arrival, demeanor, appearance, and departure set the tone for the entire customer experience. Fortunately, a few small changes can go a long way in improving your customers’ perception. 

Clean Trucks and Uniforms – Are you proud of your trucks and uniforms? These are the first things that someone on the side of the road will notice when a driver first arrives. Ensure that your trucks and equipment are presentable and reinforce to the customer that they’ll be receiving high quality service. A clean uniform conveys professionalism and puts the customer at ease. Agero providers can access savings on uniform rentals, leasing, or purchases through ARAMARK Uniform Services at ageroproviderperks.com.

ETAs and ATAs – Part of the first impression isn’t just how you look when you arrive, but also when you arrive. While we encourage that ETAs are as aggressive as possible, we also want customers to be prepared for your arrival. Work with dispatchers and drivers to create the most accurate ETAs and ATAs possible.

Greeting the customer – Use your name, your company’s name, and the customer’s name.

“Ms. Smith, I am Doug with ABC towing and I’m here to get you on your way.”

Explain the process – Set an expectation of what is about to happen and how long it will take.

“Ms. Smith, please wait away from the side of the road while I get your car loaded. Give me about ten minutes, and I’ll get you on your way.”

Thank You – A thank you seems so simple, and it is free to give out. Are your drivers thanking the customer for their business? Are your drivers informing the customer that they might get a survey?

“Ms. Smith, Thank you for your business and I hope that your day gets better. You might get a call from your motor club. Please take a minute to take their automated survey as your feedback is important to me.”

  

Please use these simple steps to increase your customer service and ultimately your repeat business.