Agero Industry Updates - Wintertime and Customer Service

In many parts of the country, winter can be a treacherous and stressful time for towing and roadside professionals. Certainly at one time or another, we’ve all experienced a call in the middle of the night for a winch, tire change, tow, or other dispatch when the weather is bad or possibly even in the middle of a storm.

When there are several inches of snow on the ground and you’re on your way to do a tire change at 3:00 in the morning – is customer service on your mind?

Customer service is a crucial component of your business’ success, and thus it’s important to keep in mind – even when facing challenging conditions outside. Here are a few simple best practices to remember to ensure that your CSI scores soar this winter:

First Impressions - A first impression is one 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, and appearance set the tone for the entire customer experience.

Clean Truck 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 trucks and equipment are presentable and reinforce to the customer that they’ll be receiving high quality service that they’ll be receiving. A clean uniform conveys professionalism and puts the customer at ease. Cross Country Service Providers can access savings on uniform rentals, leasing, or purchases through ARARMARK Uniform Services at ArgosiPerks.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 – not walking around a mall or waiting 30 minutes longer than expected. Work with dispatchers and drivers to create the most accurate ETAs and ATAs possible.

Manners – We stress manners and courtesy to our children and young people, but sometimes we can forget these common sense things ourselves. Introduce yourself to the customer when you arrive on scene. Be polite and calm throughout your interaction – either in person or on the phone. If a customer is stressed – don’t lose your cool. Be respectful – treat them as you would want one of your family members to be treated if they were in this position. Maintain the highest level of professionalism throughout your interaction.

Thank you for your continued service and helping us exceed customer expectations with every dispatch!