Provide customer service for emergency motor vehicle operators
URN: IMIRR11
Business Sectors (Suites): Roadside Assistance
Developed by: IMI
Approved on:
2023
Overview
This standard is about providing assistance to customers in emergency situations including the ability to co-ordinate the post-emergency situation.
Performance criteria
You must be able to:
P1 assess the emergency situation accurately and promptly and develop a suitable plan of action, prioritising needs
P2 take control of the emergency situation in a calm, professional manner and in a way that prevents the situation escalating further
P3 issue prompt, clear and relevant instructions to others assisting with the situation, if necessary
P4 inform all relevant emergency services promptly
P5 refer any situations outside of your personal authority or control promptly to the correct authorities
P6 take suitable immediate action to minimise danger or distress to your customers who are in the immediate vicinity
P7 ensure your responses comply with organisational procedures and any local requirements
P8 minimise any inconvenience to customers and maintain customer morale and goodwill
P9 brief and reassure customers affected by the emergency situation
P10 make suitable arrangements for those customers unable to continue with their original plans
P11 give on-going support to those directly affected
P12 maintain and process full and accurate records of the situation and your actions in the required format to meet current local, legal and your organisation's requirements
Knowledge and Understanding
You need to know and understand:
Legislative and organisational requirements and procedures
K1 the steps to take to contain the types of emergency situations
K2 the possible courses of action available to handle the emergency situations
K3 how to assess emergency situations and factors that must be considered in order to arrive at the most suitable course of action
K4 the factors affecting customer morale and goodwill in emergency situations
K5 the consequences of failure to take appropriate action in the emergency situations
K6 where to find emergency contact numbers and the nature of the help available
K7 why prompt help and good communications with customers, colleagues and other affected parties is so important
K8 the role taking the correct action plays in maintaining good customer relationships and its value to your organisation
K9 the importance of giving on-going support to those closely affected by the emergency
K10 why different approaches may have to be used when considering the local situation and organisational policy
K11 the types of arrangements that can be made for customers unable to continue with their plans and how to instigate these
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
3
Indicative Review Date
2026
Validity
Current
Status
Original
Originating Organisation
IMI
Original URN
RR11
Relevant Occupations
Engineering, Roadside Assistance Senior Technician, Roadside Assistance Technician, Vehicle Trades
SOC Code
5231
Keywords
Customer; service; motor; vehicle; roadside;