Europa Proposal 2017

Europa and RAC

10.0 Claims Handling

Customer first approach to call handling Any rider in a vulnerable situation is always our number one priority – they could be in dangerous situation, be alone at night or even just feel vulnerable. Our customer service specialists are trained to identify and ascertain this information and deploy relevant resources immediately. Keeping your customers informed during a breakdown incident has been a RAC key priority for 120 years. Skilled customer service specialists ensure that all

customers are dealt with promptly, efficiently and sympathetically. Taking the time to establish the details of each incident and the priorities of each individual customer helps us to understand understand their individual needs. We keep the driver up-to-date on the estimated time of arrival and our patrols call the customer once they are en route and call again if the initial ETA changes due to unforeseen circumstances (e.g. traffic, weather etc.). your customers, as well as reassuring them that we

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