Mondial Assistance

The only thing worse than having a flat tyre in the middle of nowhere, is having two flat tyres. Who would you turn to for help in this situation?

A customer was about to leave a campsite in outback Western Australia, when they realised they had a flat tyre. To make matters worse, their spare tyre was flat as well. Luckily, there was a public phone at the campsite, as they were out of mobile range. The customer called Mondial Assistance, the manufacturers’ roadside assistance provider, to ask for help.

Inger Faber, our Roadside Assistance Customer Service Assistant, answered the call. The customer advised Inger that they could temporarily pump up the tyre with their tyre pump, as it appeared to have a very slow leak. However, because they were 200 kilometres from the nearest town, the customer was concerned that if they drove anywhere, they might get stranded with a flat tyre, no spare, no mobile reception and no one to find them.

The roadside assistance membership the customer was entitled to contained limitations on the distance their vehicle could be towed.  As the customer would be cost responsible for anything exceeding these towing limits, Inger was mindful that organising a towing provider from their remote location could be costly.

So Inger asked the customer to call back in half an hour, giving her time to locate a town with the appropriate tyre facilities. Inger called various outback towns to find help. She even tried the local pubs, in the hope that they could recommend someone who could repair the tyres so that the customer could continue their journey.

Sure enough, Inger’s plan worked. Someone at one of the pubs referred her to the local tyre shop owner, who agreed to go out and assist the customer if required.

Once the customer called back, they worked out approximately how long it would take to drive to town, taking into account the rate that the customer’s tyres were deflating. The customer confirmed which roads they intended to take, and agreed that if Inger had not heard from them within four hours, she would arrange for the tyre repairman to locate the customer and provide assistance.

Just three minutes before the four-hour deadline was due to expire, the customer arrived in town. The tyre shop owner repaired both tyres for the customer, so they could safely continue their travels.

Providing Roadside Assistance to our customers is about delivering a solution not matter what their problem may be.  In this case Inger went beyond what was required of her and assisted the customer with her quick thinking and support to enable them to reach town safely. 

ABOVE LEFT: Roadside Assistance Customer Service Assistant, Inger Faber, helped a customer stranded in the outback with two flat tyres.

You’re in good hands with Mondial Assistance.

At Mondial Assistance, our experienced teams would not be able to help clients and their customers as well as we do, without being proactive. In this case, Inger’s proactive approach ensured the best solution for the customer. She was able to locate a tyre repair shop for the customer, as well as providing support, while they drove back into town.

In 2007, our Automotive Assistance team helped with 71,700 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.