Towing Operations
August 13, 2026Sexual Harassment on the Service Call
September 22, 2026GEICO Service Excellence Playbook
Welcome. You are enrolled.
Every call, every customer, every time.
GEICO hears about every service call, good or bad, through the survey the customer gets afterward. Complaints are up and survey scores are down across the network. GEICO has asked every partner company to step up. This playbook turns GEICO’s standard: professional, compassionate, reliable service, into a checklist you can run on every call. Excellence is not a mood. It is a proactive mental attitude.
The five plays
First contact
Confirm everything before you roll. Use the local driver line. Name the driver and the company.
Accurate ETA
Quote the honest window. Pad for traffic, not for hope. Update on every change.
Greet and empathize
Introduce yourself with GEICO’s name. Empathy before tow. Read the customer.
Protect and deliver
Walk the car together. Before and after photos. Set expectations. Resolve on scene.
Close out
The survey line. “Is there anything else I can help you with?” Thank them. Follow up.
How this works
- Watch the seven minute playbook video first
- Pick your version of the lesson: Novice, Hybrid, or Expert. Switch any time
- Run two practice calls and get coached on every choice
- Print the job aide and keep it in the truck
- Pass the 12 question check at 78 percent. Retakes are open
- Your certificate of completion issues when the check is passed
What you will be able to do
- Confirm location, destination, vehicle, and access before you roll
- Deliver the local driver line and an honest ETA in the first thirty seconds
- Run the arrival sequence: introduce, empathize, read the customer
- Walk and document the vehicle before and after
- Close with the survey line, the signature question, and a sixty second follow up
Start with Lesson 1 below. About 25 minutes.
