Check the pickup reference
Keep the current location, vehicle reference and source of any change together. A shared location may need clarification if it does not identify the actual pickup point. Record missing information without turning a customer description into a technical assessment of the recovery.
Confirm the intended destination
Confirm the agreed destination address and receiving arrangement before dispatch. If a note says only 'the usual garage', ask for the specific location and contact so the operator has a checked instruction.
Close the transfer record
Compare the operator's actual report with the issued job. Keep arrival, vehicle transfer and acknowledgement distinct. The office can prepare a summary of discrepancies or additional waiting, but any charge or dispute must follow the agreed terms and human review.
Work you can get help with
Illustrative scenario using sample information.
Check the pickup reference
- What you provide
- Vehicle reference, location messages and dispatcher confirmation.
- The useful result
- A pickup brief with conflicts and unanswered questions.
- When the task is complete
- The dispatcher confirms the instruction issued to the operator.
Confirm the intended destination
- What you provide
- Destination instruction, recipient reference and access status.
- The useful result
- A destination record with pending confirmations.
- When the task is complete
- Dispatch confirms the destination and required receiving arrangement.
Close the transfer record
- What you provide
- Dispatch instruction, operator report and receiving acknowledgement.
- The useful result
- A job closeout summary with unresolved differences.
- When the task is complete
- The responsible person checks the transfer record and resolves exceptions.
Questions you may have
Can the assistant select a recovery method?
No. The operator assesses the vehicle and circumstances and applies the appropriate professional process.
Does a destination suggestion authorise a change?
Keep it as a proposal until the relevant person has agreed it and dispatch records the instruction.
Sources and further reading
- Call Taking
TOPS documentation shows how to take a towing request, select the customer, and enter separate pickup and destination fields.
UNKNOWN how the person receiving the vehicle is confirmed or whether the entered addresses themselves have been confirmed. The documentation does not replace the operator's procedures.
2026-11-04
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