To achieve our commitment for high customer service standards, we follow ‘5 Minutes Policy’. This policy serves as a fundamental to our everyday operations.
Here’s how our 5 minutes Policy actually works:
- We receive calls from our customers, who are stranded on the roadside, for assistance. We quickly assist them in their vehicular problem and note down their details, location and any particular vehicular concerns.
- Next, we call one of our vendors nearest to the current location of the customer. The details about the situation are shared with them. A confirmation is taken from the vendor whether the assistance has been dispatched to the customer or not.
- We immediately call back our customer and inform them about the dispatch or any other development. If the vendor is not dispatched, we still call the customer back within 5 minutes and apprise them of the undergoing process.
- Most importantly, if we don’t get back to you within 5 minutes, we will waive off 20% from the dispatch fee.