THE IMPORTANCE OF CUSTOMER SERVICE
An important part of being a successful and efficient towing operator is being able to deal with customers and first responders. Customer service is not just something customers except to receive from the office or dispatcher. Remember: the best operators are committed to every part of the job, including 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.
DIFFICULT INDIVIDUALS
With any customer facing industry, there will inevitably be difficult individuals to deal with. And like any other industry, operators are expected to be respectful and non-confrontational when dealing with difficult individuals. While every situation is different, the following tips can help when handling a problematic customer:
- Remain calm – Being rude, short or confrontational with the customer will not resolve the issue or make the job any easier. Do not take their criticism or anger personally, as they are likely in a state of distress. Calmly addressing the customer’s needs can help relieve their stress and move the process along. Be empathetic and try to imagine yourself in the customer’s shoes.
- Ask – and answer – relevant questions – Understanding the customer’s issue(s) are obviously important to resolving them. Listening closely to understand the problem, answering questions and asking what can be done to solve them can help deescalate a contentious issue. Use positive language when explaining and do not ask questions that will make the customer feel inadequate.
- Do not blame the customer – While the customer is not always right, it is any customer-facing worker’s responsibility to not let them know that. Offering alternative solutions to the problem instead of blaming anyone – especially the customer – will help resolve the problem more quickly and efficiently.
- Walk the customer through the plan – Explaining what you will be doing with the casualty should help ease the customer’s mind. Taking the time to explain each step may slow you down but will help prevent any further conflict with the customer.
FIRST RESPONDERS
First responders will be present at many scenes, including accidents and any casualty that is interfering with the flow of traffic. This means that it is vital to maintain an effective working relationship with local police, ambulance and fire representatives. Be sure to introduce yourself to whoever is on scene and ask questions or explain the situation to the first responders, depending who arrived first. In incidents where injuries or death have occurred, do not begin operating on the vehicle until given clearance by the first responder. Explain what you will be doing to everyone on scene, including police or fire.
It is likely that an operator will be instructed to speed up the tow, transport or recovery or to clear the area as quickly as possible, particularly during heightened hours of traffic or on busy roadways. Working under this kind of timeline can cause the operator to rush, miss steps or make mistakes during the job, creating an unsafe working environment. Be polite and non- confrontational but remind the first responder that you are not willing to create an unsafe working area. Do not feel obligated to rush.
DISGRUNTELED, NON-PAYING CUSTOMERS
Occasionally an operator may encounter a disgruntled customer that refused to pay for the services they have received. Regardless of the reason, the operator must respond in a professional manner that represents the operator, their company and the industry.
If the vehicle is being held in a storage lot, customer access to the lot must not be permitted. If the vehicle is still hooked up to the truck, do not release the vehicle from its securements. A vehicle that has been detached from the tow truck may be considered a completed job and can then be removed from the scene. This should not be done until the services have been paid for.
While these tactics are industry best practices recommended by WreckMaster, always refer to your company’s policies on how to deal with difficult customers and individuals who will not pay.
