ANGRY CUSTOMER – Payment Delayed:
DO: Acknowledge frustration, Take ownership, Provide specific action, Set clear expectation, Follow up
DON’T: Blame departments, Make impossible promises, Be defensive
CONFUSED CUSTOMER:
STRATEGY: Simple language, step-by-step. Break down into simple steps.
When to Escalate
TO CLAIMS MANAGER (Extension 044):
• Claim not processed after 3+ working days with complete documents
• Inspection delayed beyond 5 working days of approval
• Garage assignment delayed beyond 1 week after inspection
• Customer disputes claim denial
• Garage quality […]
Phone: 600565695
• For: All inquiries, claim status, general questions
• Response: Immediate during business hours
• Hours: Monday-Thursday 8:30 AM to 3:30 PM, Friday 8:30 AM to 12:00 PM
Roadside Assistance: 971 600 508 181
• For: Emergency roadside assistance, towing services
• […]
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