Good Morning/Afternoon/Evening, Am I speaking to (Customer Name)

Mr. (Customer Last Name), My name is ___________ and I am calling from Royal Enfield Roadside
Assistance Customer satisfaction team.

Is this the suitable time to speak with you?

If yes, then say thank you and if no, then say sorry to bother to you.

This call is regarding the feedback for roadside assistance availed on (Date) for your (Vehicle
Model)

Based on your experience I would require a rating from you in the scale of 1 to 5.

5 being the highest, So how much would you like to rate?

If it is 4 or 5 then reply: Good to hear that.

Mr. (Surname), can I know your email id please? Would like to hear more about your recent RSA
experience, request you to revert us with your valuable feedback also mail which I am sending
contains links where you can share your experience on social media as well.

Thank you for your valuable time and feedback. It was a pleasure speaking with you. Have a great
day ahead!

If it is 1,2,3 then reply : I’m sorry to hear that...Could you please let me know the specific reason
for your dissatisfaction.

(Let the customer speak) Do not interrupt

Note down details as per the applicable reasons – Comments should be appropriate

Once customer has finished talking – I apologise for the inconvenience caused due to (Reason for
dissatisfaction) and shall forward the feedback to the relevant team for necessary action.

Thank you for your valuable time and feedback. Look forward to serve you better. Have a great
day ahead