Customer Care
What are the three things that can kill a call?
Human connection, listening and pivoting, and stated and unstated needs.
What type of vehicle typically weighs over 26,000 pounds?
A heavy-duty vehicle.
What is the difference between a jump start and a battery replacement?
A jump start boosts a dead battery to help the vehicle start; battery replacement installs a replacement battery.
What does ETA stand for?
Estimated Time of Arrival.
A seized engine, a blown head gasket or a failed transmission usually calls for this instead of a mobile mechanic.
A Tow
A customer is stranded with a dead battery. What should you consider besides the service they need?
Their situation, urgency, safety, and emotional state.
What towing equipment has a flat platform that can be lowered to the ground?
A flatbed tow truck.
A customer locked their keys inside their car. What service do they need?
Lockout service.
What does GOA mean?
Gone on Arrival.
A customer says their engine is making a loud knocking noise and the vehicle is on a highway shoulder. Should you immediately dispatch a mobile mechanic?
No. Assess the safety of the location and the possibility of a major mechanical issue. Offer towing when appropriate.
A caller is a fleet dispatcher calling on behalf of a stranded driver. Who are you assisting?
The dispatcher is your caller, but you must also consider the driver's needs and situation.
What equipment uses a winch to recover vehicles stuck in ditches or difficult terrain?
A boom.
A customer has a flat tire and needs help installing their spare. What service should you consider?
Tire change.
What is towing capacity?
The maximum weight a vehicle can safely tow.
A customer asks, 'Can you guarantee the mechanic will fix my car?' What should you say?
Explain that the mechanic can diagnose the issue and determine whether the repair can be completed on-site. Never promise a guaranteed fix.
Why shouldn't an agent sound scripted or monotone?
It weakens human connection and can make the caller feel that the agent is not listening.
What trailer is designed to transport vehicles and has ramps and tie-down points?
A car hauler.
A customer ran out of gas. What service can help them reach the nearest gas station?
Fuel delivery.
What is a hitch?
The connection point between a vehicle and a trailer.
A customer wants the exact repair price before a mechanic has inspected the vehicle. How should you explain the pricing?
Explain that the issue needs to be diagnosed first and the mechanic will confirm the repair cost before proceeding.
A customer asks for a service, but you realize they may need something else. What should you do?
Ask relevant questions, listen carefully, and pivot to the service that best fits the actual situation.
A customer's vehicle is stuck in mud and cannot move. Which towing service might be appropriate if the situation is safe for recovery?
A winch-out service.
A vehicle is stuck in a ditch and needs to be pulled out using a winch. Is this a tire change, jump start, or winch out?
Winch out.
What is the difference between light-duty and heavy-duty towing?
Light-duty towing generally covers passenger vehicles and smaller trucks, while heavy-duty towing covers large vehicles such as semi-trucks and buses.
You dispatch a mobile mechanic, but the vehicle actually requires specialized shop equipment. Name two possible consequences.
Failed dispatch, vendor refusal, customer disputes, refund requests, delays, or wasted manpower.