Mondial Assistance

At Mondial Assistance we try to ensure that our customer’s safety are not comprised. Here’s how we helped one customer, after their car broke down late one evening and their taxi didn’t turn up.

Debra Casey and her daughter were out shopping, when the transmission in their vehicle failed. Debra called Mondial Assistance, the Roadside Assistance provider appointed by their vehicle’s manufacturer for help.

Customer Service Assistant, Sara Richards-Swanson, teleassisted the customer by phone. After taking Debra through a series of checkpoints to get an idea about what the problem could be, she realised that the vehicle would have to be towed back to the manufacturer dealership.

So Sara arranged for the nearest tow provider to assist Debra, and told Debra when the tow truck provider could be expected. Sara then arranged for a taxi to pick Debra up and take her and her daughter home - an entitlement under the customer’s Roadside Assistance membership.

 In the meantime, our tow truck driver, Barry arrived at the scene and waited with Debra and her daughter for the taxi.

After an hour, the taxi still hadn’t arrived, despite Sara calling numerous times to the taxi service provider. At this point, Debra was becoming concerned as it was getting late.

Barry went over and above his call of duty, by advising Sara that he would take Debra and her daughter home in his tow truck as there was still no sign of the taxi.

Debra and her daughter were extremely grateful for the lift home, and their vehicle was promptly repaired by the manufacturer dealership. 

Today I had cause to call your company for assistance after my vehicle broke down with myself and my daughter. The lady who took my call was extremely courteous. The gentleman – “Barry” who turned up to collect my vehicle was an absolute delight to deal with. He was patient, courteous and a real gentleman. He stayed with us while we waited for a taxi, which failed to show, and eventually he offered us a ride home, which we were more than happy to accept. I have nothing but praise for your company and the towing company you use. I thank you once again for your service and hope that I do not need to use your services again. However – if I do, I know it will be first class.

Debra Casey

ABOVE LEFT: Roadside Customer Service Assistant, Sara Richards-Swanson helped a customer who was stranded with her daughter, after her car broke down.

You’re in good hands with Mondial Assistance.

At Mondial Assistance, our customer service teams would not be able to help clients and their customers as well as we do,without caring for the people we’re assisting. In this case, our Roadside Assistance provider placed the customer’s safety first, by offering them a lift home, when their taxi failed to arrive.

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.