A big part of running a successful business comes down to customer service. If customers are not happy, there’s a strong likelihood they won’t be coming back for more business. And you can bet they won’t be providing their friends and family with any recommendations.
Poor customer interaction on the job or over the phone, can leave a lasting impression on your clients, or potential clients, and as a towing business, a poor reputation is the last thing you need.
With this in mind, today’s article is going to share the best practices for dealing with towing service customers on the phone. Consider the initial phone call the first impression potential clients get from your business – this initial interaction is key in developing a longer term customer relationship that is build on trust.
Always Be Polite
Folks calling for towing service, or roadside assistance are usually not having the best day. A panicked or frustrated person calling for information in regards to your towing service don’t need an “attitude”. So, whether it is you answering the phone or a designated employee, always ensure the opening sentence is welcoming and friendly.
Make the customer feel satisfied with their decision for calling. In fact, assure them they are in good hands and all their towing needs are going to be taken care of.
Always Be Clear
Granted, communication over the phone can be challenging sometimes. This is especially true when the signal is particularly bad. But try to stay clear at all cost. For instance, when you share the cost for the towing service and what it includes, make sure the client did not hear something else instead.
At the same time, you have to get clarity from the client. This means getting the right location, as well as the details for the situation. You want to show up prepared to help the client without making them wait any longer.
Always Be Helpful
Some callers will not have experience with using a towing service, so they will probably have several questions. For example, they could inquire about how the car is going to be towed. It’s up to you or your personnel to stay patient and answer these questions with a helpful attitude.
Not only will the caller appreciate the extra information, but it will help them to remember your service. And if they remember your service, they are likely to recommend it to friends and family.
Always Have The Necessary Information On Hand
It is important that you do not waste the client’s time. On the contrary, you want to help them as quickly as possible. And while treating the matter with urgency, have all the necessary information ready. If the client asks how long they need to wait or what the service is going to cost, you need to be able to answer almost immediately.
Always Make A Follow-Up Call
It is not mandatory for you to make a follow-up call. But how many businesses will use this special tactic? Because not only do you remind the client of the great service, you also motivate them to spread the word.
If a towing service cares enough to make sure everyone got to their locations safely, it’s a service worth supporting.
