Retention of a satisfied customer

I asked Dialdirect to tow my vehicle (which wouldn't start) from my house to Car Service City, Bravo Road Jet Park. This was done efficiently. I then spoke with the workshop and they advised that the repair work would cost R9000 to which I asked them to mail me the invoice. To my surprise, the email invoice suddenly shot up to R14k. I queried and they said they need to engage a 3rd party for other work. I was having none of it so I called Dialdirect to move the vehicle again to Toyota (6.3Km) away. The call centre refused and said I should pay cash. I requested a cancellation of the policy if they were not prepared to assist. I was transferred to Sechaba in the Policy Service dept and he listened to my situation, engaged his manager and within a few minutes the towing service had been dispatched to move my vehicle to the new reputable service centre. Well done Sechaba for doing what you are employed to do, which is to create solutions and retain clients!<br> As for the call centre, Dialdirect need to carefully train them to not only follow procedure like horses with blinkers but rather to view every client request as an opportunity for continuous service delivery improvement.