Agero Best Practices - Remember the Basics for Customer Service

There are several steps in the cycle of service. It only takes a few missteps to take a customer from fully satisfied to dissatisfied. This article focuses on two crucial, but often overlooked steps: the introduction and the closing. 

Follow these guidelines to move your customers’ satisfaction from good to excellent:

Introduction

• Greet your customer:
• “Hi Mrs. Smith, my name is Bob with ABC Roadside. What is the problem that I can help you with?”
• “Good morning Mr. Clark, I’m John from XYZ Towing and here to help.”
• Show empathy
• This might be the 8^th tow you’ve done today, but this might be the customer’s first tow in a decade. Remember that they are probably scared and need your assistance.
• Explain the process:
• “I am going to hook up my winch to your car and load it onto the bed. This will take a few minutes, but I’ll get you and your car to a safe place as quickly as possible.”
• “Please be patient while I jack up your car and change the tire. It may take several minutes, but I will get you on your way as quickly and safely as I can.”

Closing the service

• Thank the customer for their business.
• Remember that they aren’t just another PO.
• Are my drivers Wreckmaster certified or at least completely trained on how to properly hook up the latest and newest model cars?
• Do all of my drivers complete a Pre-trip and Post-trip inspection of their truck and equipment?

Agero Customer Service Heroes - October 2013

We welcome compliments and positive feedback on our providers.

Thank you to Inman's Auto Rescue in Dallas, TX

for their excellent service.

“Brandon arrived, pulled my flat tire, got the spare on, and had me back on the road in minutes!  He was polite efficient and a wonderful representative of your company.  He even took the time to give directions to an older lady in the neighborhood who was having a hard time finding her destination. What a great guy!

- a completely satisfied customer

Agero Best Practices - Roadside Assistance Vehicle Inspection Form

Agero strongly recommends that Service Providers use the Vehicle Inspection form to capture potential relevant information that may assist with the proper determination of liability should a damage allegation arise with respect to the dispatch performed. This is helpful to both Service Providers and Agero as it will ease the process of damage claims.

Some specific tips for the Vehicle Inspection Form include having Service Providers instructing employees to:

• Inspect the condition of a vehicle prior to servicing; any pre-existing markings or damage should be identified to the customer and noted on the Vehicle Inspection Form.
• If the customer is not present to sign the form, please contact the dispatch center @ 1-800-541-2262, press Option #1 and request that your findings be documented in the call history at the time of service.
• Upon arrival at the destination site, have the dealership or service facility inspect the vehicle and sign an acknowledgement of receipt.

For more information and to access the Vehicle Inspection Form click here. Or visit AgeroTicket.com and click on the Service Provider Resource Library and scroll to the Towing and Roadside Best Practices section.