Driver guide
Tow truck driver customer service: what to say and when
Last updated
The short answer
Good tow truck driver customer service comes down to three things: tell the customer you are coming and when, tell them what you are about to do before you do it, and tell them where their car is going. Stranded people are stressed, and a calm, plain voice is most of the job.
Why does customer service matter for a tow driver?
Customer service matters because the driver is the only person from the company the customer actually meets. The person on the shoulder does not remember the price of the tow as vividly as they remember whether you were kind.
It is also practical. A customer who knows what is happening cooperates, stays out of the road and does not call the office every five minutes.
What should I say on the first call or text?
Say who you are, which company you are with, and when you expect to arrive. Something like this works: Hi, this is Sam from the tow company, I am on my way to you and I should be about twenty minutes. Please stay somewhere safe and away from traffic.
If you are using the TowSitePros job page, the Call and Text buttons put the customer a tap away, and the text is pre-filled with a greeting so you can send it in a second. Pull over safely before you use your phone.
What should I say when I arrive?
When you arrive, confirm the basics before you touch the vehicle: that you have the right person and the right car, where it is going, and what you are about to do. Then do the walk around together.
Explain the steps in plain words as you work. People are calmer when they know that you are about to lift the front, or load the car, and that it will take a few minutes.
- Confirm the name and the vehicle.
- Confirm the drop-off address.
- Point out any damage you both see, and photograph it.
- Tell them where to stand while you work.
- Tell them what happens next, in one or two sentences.
How do I handle an upset or angry customer?
Stay calm, lower your voice, and let them finish. Upset customers are usually upset about the breakdown, the wait or the situation, and not really about you.
Acknowledge the problem before you explain anything: I know this is a bad day, let us get you sorted. Do not argue about the price on the roadside. Give them the office number, log it on the job, and let dispatch handle it.
What should I say at drop-off?
At drop-off, tell the customer where the car is, what happens next, and who to contact with a question. Give them the company phone number if they do not have it.
If they ask about the bill, point them to the office and to the receipt page they were sent. Do not quote or promise anything you were not given.
Frequently asked questions
Should I call or text the customer?
A call is best for the first contact when you can safely make it, because it is calming to hear a person. Use text for short updates, like running a few minutes late, but never handle your phone while the truck is moving: pull over first, or ask dispatch to send the message.
What if the customer is not where dispatch said?
Call them and ask what they can see. If they shared their location from their own page, the job page shows a pin to navigate to. If you still cannot find them, tell dispatch.
Should I talk about price at the scene?
Keep to what dispatch told you and what is on the job page. If the customer disputes it, do not argue. Give them the office number and note it on the job.
What if a customer complains about me later?
Your photos, notes and status history are your answer. That is another reason to take photos and tap your status buttons as you go, since they show what actually happened.
Working for a tow company?
If your company is looking at a way to send jobs without an app, show your owner how TowSitePros works. The job link reaches the driver by text or email, depending on how texting is set up, and there is nothing to install.