Towing
Towing Call Intake: The Questions to Ask Every Time
Most wasted towing trips start with a vague first call: the wrong side of the highway, a car that needs a flatbed, keys that are not with the vehicle. A fixed set of questions, asked in the same order every time, fixes most of that before the truck rolls.
By nexTalker ·
Safety first
Ask whether anyone is hurt and whether the vehicle is in a travel lane. If either is true, the caller should call emergency services first. Then share your approved safety wording, such as moving away from traffic when it is safe and turning on hazard lights.
Pin down the exact location
Location is where most trips go wrong. Ask until the driver could find the car in the dark.
- Street address, or the two nearest cross streets.
- On a highway: which highway, which direction, and the nearest exit or mile marker.
- In a lot or garage: the business name, the level and the row.
- A landmark the driver can see from the road.
Get the vehicle details right
The right truck depends on the vehicle.
- Year, make, model and color.
- All-wheel or four-wheel drive, which usually means a flatbed.
- Where the keys are, and whether the car will roll or shift into neutral.
- Any damage, low clearance or modifications.
Confirm the problem and the destination
Is it a tow, a jump start, a lockout, a flat tire, fuel or a winch-out? For a tow, where should the vehicle go: a home address, a named repair shop or your lot? Confirm whether someone will be with the vehicle when the driver arrives.
End with how to reach them
Confirm a callback number that works right now, and tell the caller what happens next. In nexTalker, an AI receptionist can ask these questions in order, send urgent calls to dispatch, and save the answers to the call so your driver sees them.
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