“My experience with Rockdale Towing Company began under very stressful circumstances after my son was involved in a car accident and his vehicle was picked up by the company.
Unfortunately, my initial interaction with the secretary was not as pleasant as I would have hoped. I felt there was a lack of professionalism, proper phone etiquette, and interpersonal communication skills during our conversation. However, I also understand that working in the towing industry likely involves communicating with frustrated, upset, and sometimes grumpy consumers throughout the day, especially when people are dealing with accidents, unexpected expenses, or having their vehicles towed. I certainly do not disregard the stress and challenges that may come with her position.
With that being said, every customer and every situation is different, and first-line respectful communication is always appreciated. A little patience, professionalism, and understanding can go a long way, particularly when someone is already dealing with a stressful situation. Because of the way our conversation was handled, I requested to speak with a manager, Jeff.
From the moment Jeff took over, my experience completely changed. He was extremely attentive, patient, professional, and respectful. He took the time to thoroughly break down the charges associated with my son's vehicle and explained each fee so that I clearly understood what we were being charged for and why.
What stood out most was Jeff's ability to listen. Even while I expressed my frustration with the situation and my initial experience, he remained calm, never became defensive, and maintained a professional and reassuring tone throughout our conversation. That level of customer service made a tremendous difference.
I was also pleasantly surprised by the cost. The fees were very reasonable and, based on what I found, among the lowest in the region. Jeff worked with me to make the process of resolving the fees and handling the vehicle as smooth and straightforward as possible.
Although my experience did not start as positively as I would have liked, I believe in acknowledging both sides of an experience. I understand that employees in this industry may encounter difficult interactions throughout the day, but every new customer deserves the opportunity to begin their interaction with courtesy and respect.
Jeff ultimately turned my experience around completely. Management and customer service can make or break a company's reputation, and Jeff demonstrated exactly how a difficult and stressful situation should be handled. I truly appreciate his patience, professionalism, transparency, calm demeanor, and willingness to help.
Thank you, Jeff, for providing exceptional customer service and for treating both my concerns and my son's situation with respect. Your professionalism did not go unnoticed.”
Towing
“My experience with Rockdale Towing Company began under very stressful circumstances after my son was involved in a car accident and his vehicle was picked up by the company.
Unfortunately, my initial interaction with the secretary was not as pleasant as I would have hoped. I felt there was a lack of professionalism, proper phone etiquette, and interpersonal communication skills during our conversation. However, I also understand that working in the towing industry likely involves communicating with frustrated, upset, and sometimes grumpy consumers throughout the day, especially when people are dealing with accidents, unexpected expenses, or having their vehicles towed. I certainly do not disregard the stress and challenges that may come with her position.
With that being said, every customer and every situation is different, and first-line respectful communication is always appreciated. A little patience, professionalism, and understanding can go a long way, particularly when someone is already dealing with a stressful situation. Because of the way our conversation was handled, I requested to speak with a manager, Jeff.
From the moment Jeff took over, my experience completely changed. He was extremely attentive, patient, professional, and respectful. He took the time to thoroughly break down the charges associated with my son's vehicle and explained each fee so that I clearly understood what we were being charged for and why.
What stood out most was Jeff's ability to listen. Even while I expressed my frustration with the situation and my initial experience, he remained calm, never became defensive, and maintained a professional and reassuring tone throughout our conversation. That level of customer service made a tremendous difference.
I was also pleasantly surprised by the cost. The fees were very reasonable and, based on what I found, among the lowest in the region. Jeff worked with me to make the process of resolving the fees and handling the vehicle as smooth and straightforward as possible.
Although my experience did not start as positively as I would have liked, I believe in acknowledging both sides of an experience. I understand that employees in this industry may encounter difficult interactions throughout the day, but every new customer deserves the opportunity to begin their interaction with courtesy and respect.
Jeff ultimately turned my experience around completely. Management and customer service can make or break a company's reputation, and Jeff demonstrated exactly how a difficult and stressful situation should be handled. I truly appreciate his patience, professionalism, transparency, calm demeanor, and willingness to help.
Thank you, Jeff, for providing exceptional customer service and for treating both my concerns and my son's situation with respect. Your professionalism did not go unnoticed.”