Best Practices: Phone Calls

https://app.getguru.com/card/iE5xMRRT/Best-Practices-Phone-Calls-

During every interaction with a host, we embody our Turo values.

• Supportive: Go above and beyond to assist the host and support them through the claim process.

• Down-to-Earth: Find opportunities to connect with the caller. Maintain a humble, unpretentious manner.

• Efficient: React quickly and be proactive.

• Pioneering: Think creatively and bring solutions to problems.

Components of an effective phone call:

• Proper introduction utilized. (Includes department identification, purpose of call, associate introduction, customer connection)

• Proper caller authentication utilized (verify email/phone number connected to the account)

• Be helpful, polite, and professional. (Helping statements, can do vs can’t do, appropriate pace and tone)

• Make every attempt to resolve the host’s concern. (Acknowledge needs, respond to verbal cues, assume ownership.)

• Utilize correct processes to move the claim to the furthest point.

• Provide accurate expectations. (next steps, contact info, follow up)

• Accurately update and document Origami file to reflect interaction (call note, update status, send follow-up email, etc.)

• Proper call closing utilized. (Summarize conversation and next steps for both parties, thank caller for their time)

Call Templates and Phrases:

Inbound Calls: Make sure to include your name, mention Turo and your department, and utilize a helping statement.

• “Thank you for calling Turo, where you can find your Drive. This is Kirby. Who do I have the pleasure of speaking with?”

• “Thanks for calling Turo claims. My name is Ryan. How can I help you?”

• “Thanks for calling Turo claims. My name is Amanda. Can I get your name and claim number, so I can help you?”

Outbound Calls: Make sure to include your name, mention Turo and your department, and ask if it’s a good time to talk.

• “Hi (Host Name)! This is [NAME] from Turo Claims. I’ll be helping you with the reported damage claim on your (color or year / make / model). Is now a good time? (to go over your claim?)”

• Hello, my name is [NAME] from the Turo Claims department. Am I speaking with [Host Name]? I am the Claims Associate assigned to the damage claim reported on your (color or year / make / model). Do you have a few minutes to talk about your claim?

Disclaimer- Call Recording: It is mandatory, from a Legal perspective, to advise the person you are speaking to on outbound calls that the call is being recorded.

• "To create an accurate record of our conversation, this call may be monitored or recorded."