Special Towing Circumstances( long distance tow)

if your customer is still on the line when you determine escalation use the following script to
advise them their call will be placed on hold:

·0 ”Mr. /Mrs. ___________ your dispatch will be put on hold and escalated to a Senior
Dispatch Specialist to determine the most appropriate options for towing in this area.
They will follow up with you to discuss those options, coverage, and time-lines for
proceeding. Thank you!”

·1 If you have already disconnected with the customer when you determine the call will be
escalated, the ALERT associate will be responsible for contacting the customer and
advising them of the hold.

·2 If a customer insists on not waiting the following script should be stated:

·3 Mr. Mrs. ___________I would be happy to provide you with two service providers within
your disablement location that you can contact directly. Do you have a pen and paper
available?

·4 Here are some examples of the way you might use the more
positive phrase, "Let me find out."
·5 “That’s a great question! Let me check and find out.”

·6 Then explain to the customer what you are going to do to get the answer.

·7 “That’s a great question. Let me check my references and find out. May I place
you on a brief hold?”

·8 “That’s a great question. Let me get some information from you and have
(person) call you (provide time frame).”

·9 “Great question. Are you able to hold, while I contact the dealer?”

·10 “That’s a great question. Let me get some information from you and research
 that (provide a time frame).”

·11 Example:

·12 One way is to respond with, “You have to contact the dealer” is to change it to,
“We recommend you contact the dealer.”

·13 By letting a caller know the best action to take for their situation, the customer
will feel that you care about their individual issue, and they can count on you for
help.

Acknowledgment Statements
The following acknowledgment statements will help the caller understand that you are
there to help.

“I can certainly help you with that today.”

“I’m happy to do that for you.”

“I’ll take care of that right away.”

“I can get you the answers you need.”

Empathy Statements

The following empathy statements will help you build rapport with the caller.

“I can only imagine how (inconvenient, frustrating, frightening) it must be for you.”

“That is a tough situation!”

“That must be very difficult!”

“I can understand how upsetting that might be.”

Abusive Language
If an irate caller begins using obscenities, use one of these swear-stoppers.
Calmly say:

“Mr. Jones, I would like to help you. Can we please keep this on a professional level?”

Or

“Ms. Davis, can you please refrain from using abusive language? I’m here to help you.”

Once you’ve asked the customer to quit using abusive language, continue asking
clarifying questions.

Abusive language procedure:

1st: Ask the customer to stop using the language they are using.
2nd: Remind them you will have to transfer them to a supervisor if they continue to use
that language.
3rd: Time tell the customer you will be transferring them to a supervisor – make sure
you handle the transfer as a warm transfer to a supervisor.
4th: Be prepared to update the supervisor on the situation.
Provide customer’s name.
Explain customer is using profanity.
Explain the customer’s situation.