A panicked customer calls a towing company because her vehicle stalled and she’s on the shoulder of a busy highway. The customer service representative begins asking her a standard set of questions so that he can dispatch a tow truck to her. The customer gets flustered because she’s unsure of where she is.
The Correct Answer and Explanation is :
In this situation, the customer is likely confused or stressed due to the circumstances of being stranded on a busy highway. The customer service representative needs to guide the customer to provide essential information for a quick and accurate tow dispatch.
The first step is for the representative to ask for any landmarks or road signs nearby. The customer can look for mile markers, exit signs, or distinctive features that could give a clear indication of location. If possible, the representative should advise the customer to use their smartphone’s GPS or a map application to determine their exact location, which is often the quickest way to pinpoint a position on the highway.
If the customer is still unsure of their exact location, the representative can ask questions such as:
- “Can you see a highway exit or any signs with numbers or names on them?”
- “Are there any nearby businesses, buildings, or intersections you recognize?”
- “Can you safely check for a mile marker or a road sign near you?”
It is crucial to remain calm and patient, as the customer may be anxious and having difficulty processing the situation. The representative should reassure the customer that help is on the way and emphasize the importance of staying as safe as possible. The representative can also guide the customer through basic safety steps, such as turning on the hazard lights, staying inside the vehicle if it’s safe, and staying as far away from traffic as possible.
The representative should also ask for the type of vehicle, whether the customer needs a flatbed or a standard tow, and if the customer has any preferences for the tow destination. Once all the information is gathered, the representative can dispatch the appropriate tow truck with clear directions to the location.