Customer Service Script for Vehicle Assistance
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ScribdTranslationsCustomer Service Script for Vehicle Assistance
Translated by
ScribdTranslationsService Script
Here we will show some practices to provide good customer service. And
how to proceed in certain situations.
1. 24-hour assistance, (your name), good morning/good afternoon/good evening, with whom do I
May I help you? (The associate identifies themselves) - How may I assist you, Sir/Madam -
Name.
Always remember to identify the location the member is calling to,
in this case, the 24-hour assistance.
2. Please provide the vehicle's license plate or the owner's CPF.
At this moment, you will note the information that the member provides in the field.
“Consultar Veículo”, visto no treinamento anteriormente.
What happened to the vehicle?
When the member gives a short answer, without much detail about what
what happened, the guidance is to continue questioning, asking what occurred in
specific, and noting the details that he provides.
4. Does the panel light up? Does the engine turn when the key is turned?
If the answer is NO, try to suggest charging the battery. If the member
inform that YES, or that the engine turns, but does not start, will not be necessary
offer the battery charge.
5. Question if necessary whether he is with the vehicle; if not,
check with the same person who is with the vehicle.
6. Please provide a contact number with the area code, in case the call drops, I
may I get back in touch with you.
7. Could you please inform me where the vehicle is located?
Always question reference points, ask if there is any commerce.
next, some corner street, in which direction is it in cases where the associate
if you are on highways or large avenues. If you have difficulty locating the
address, or when the vehicle is in a very isolated location, always request
the fixed/current location of the member via whatsapp.
8. Where will the vehicle go? Will it be to a residence or a workshop?
After the member provides the two addresses, always leave it recorded in
field of "Reference", if the location is a residence, workshop, or some other
local. And to question whether it will accompany the removal to the destination, if it
Go ahead, let this information be recorded in the same field. If the member is NOT
acompanhar, é necessário ter o nome e número de contato do responsável de
who will receive the vehicle at the destination.
9. I will ask some questions to facilitate the removal.
Ask the questions from the checklist. If there is a stuck wheel,
to be recorded in the field 'Information for the Provider', that there will be a
possible use of skates and notify the base via WhatsApp after the call.
If the vehicle is loaded with too much weight, always question about
it is about the charge and asking if he can send photos via
WhatsApp. Inform that the guided one is to carry out the transshipment of the cargo. If
he informs that it is not possible to carry out the transshipment, he should inform that
will check how much the provider will charge to carry out the
removal with the loaded vehicle. Because the assistance does not
responsible for loaded vehicles.
Ask how many people are in the place. If he is alone,
ask him if he will follow the vehicle. When the vehicle
if there are more than 3 people, inform that they have access to the
refund of 50 km within 30 days, remembering that he will have to request it.
the Uber/taxi on your own and register with a screenshot, the addresses and the price
from the race. (In case of failure).
In cases of anticipated events (Accident, Collision, Fire, Theft or
The reimbursement amount in this case would be slightly higher,
the associate has access to 350.00 reais refundable.
10. Thus, the service was successfully completed, the time estimate the
You will receive an SMS as soon as the nearest service provider is located.
Need help with anything else? Or just this?
11. Assistance thanks you for contacting us and have a great day.
ACCOMPANYING THE ACTIVATION
Some important practices after the contractor is activated:
1 – In cases where the prior time remains 10 minutes, contact the base.
to verify if they are close. According to the response, if it is going to exceed the estimate, open
contact channel via WhatsApp with the member, and inform them of the time
estimated that the provider will arrive.
2 - After the arrival of the service provider is confirmed, check if it has been recorded in the system.
to avoid further exceeding the service TMC.
3 - After the service is completed, request the checklist and photos from the base regarding the service.
Attention to cases of the need for the use of skates and route change, for modification in
protocol. Remember that photos proving the use of the skates are always required,
on the ground and on the board.