Mondial Assistance

Their home was in the path of the Victorian bushfires. Their children were home alone. And their car had broken down. Who would you turn to in this serious situation?

A customer was travelling home from the city early one evening, when their vehicle started to experience engine problems. Not wanting to cause further damage, they pulled over and called Mondial Assistance, the Roadside Assistance provider for their vehicle manufacturer, to ask for help.

Roadside Assistance Customer Service Assistant, Bennendine Woods, was unable to rectify the problem over the phone, so she arranged a tow truck provider to tow the vehicle to the closest dealership. The dealership was about to close, so Bennendine spoke to the Manager, who confirmed that their service department would look at the vehicle first thing in the morning. Bennendine was confirming arrangements regarding their vehicle tow and accommodation (as per their Roadside membership entitlements), when the customer told her that they had just been informed that their house was in the path of the Victorian bushfires, and their older children were at home alone.

Sensing the urgency of the situation, Bennendine called the Manager of the dealership again to explain the circumstances, and asked if they could look at the vehicle as a priority, in the morning.

 But the Manager went one better, asking the tow truck provider to bring the vehicle straight in, and they would look at it that night. After assessing the vehicle, the dealership advised Bennendine and the customer that they could not repair the vehicle that evening, and that it would take longer to determine the problem.

So instead of taking the accommodation option, Bennendine and the customer discussed the option of hire car (which was also an entitlement in their Roadside membership). Bennendine arranged a hire car for the customer, so they could return home that evening.

The customer made it home safely and their vehicle was returned the following week, after it was repaired.

ABOVE: Roadside Assistance Customer Service Assistant, Bennendine Woods, did everything possible to help a customer whose house was in the path of the Victorian bushfires. 

You’re in good hands with Mondial Assistance.

At Mondial Assistance, we are truly connected to the people we’re assisting in a caring way. In this case, our Customer Service Assistant, Bennendine Woods, sensed the customer’s concern, and arranged to help them get home sooner, in an extremely pressing situation.

In 2008, our Automotive Assistance team helped with 97,417 roadside breakdowns Australia-wide, and 3.5 million cases globally. Yet, in every case, we strive to provide a superior level of personal service, which sets Mondial Assistance apart. Mondial Assistance Australia is a leading provider of Assistance services. Around the clock, around the world, we're always ready to help you - whatever it takes.