Customer Service

INTERACTING WITH CUSTOMERS

When dealing with customers, be polite, patient and sympathetic. The typical tow, transport or recovery is done while the customer is in some form of distress. Taking the time to be kind, polite and answer any of their questions can help ease the customers mind. This allows the tow to be conducted in a smooth fashion. Be sure to also explain every step to the customer and to keep them at a safe distance when lifting or moving the casualty. If the customer is accompanying the vehicle to its destination, be courteous and polite during transport. Be mindful of their time, if they are at work; have them fill out the necessary paperwork, get their keys to the vehicle, making sure they keep the keys they will need, and answer any questions so they can return to their job as quickly allowable.

When interacting with customers at the shop or in the yard, be sure they are in a safe location and that you aware of their location at all times. Keeping the customer away from heavy equipment and vehicles is vital. If your company has a designated waiting area for customers, take them there yourself and explain roughly how long they should be waiting.