Standard Call Flow
1. “Good (Morning, Afternoon, Evening), AAA Roadside Assistance, this is (give your name), how may I help you?”
2. “I’m sorry you’re having trouble with your vehicle, if you will provide me with your membership number, I’ll get you help as soon as possible.”
- Example: if membership number given begins with 097, this is the club code that the system is already populated with. It is the numbers after, that you need. (click à Lookup)
Note! If you cannot bring up the members information with the membership number, attempt to locate it by looking up the membership by name. ‘May I have the spelling or your first name and last name please?”
It may be possible that the caller belongs to club outside of AYNY. Ask what city or town they live in and check location in the Club Search system. Change Club Code and hit CRX.
3. “Mr/Mrs (use members name), Could you please verify your home address for me?”
4. “Mr/Mrs (use members name), May I have the telephone number where we can reach you?” (repeat the phone number)
“Is this your cell number?” (Click on drop down box for choices)
RS à Residence
BS à Business (if an extension or room number applies, enter it in the Ext. Field)
CL à Cell Phone (Verify the area code)
PP à Pay Phone (Please ask: Does it accept incoming calls? If not, enter NPA)
PG à Pager (we will accept a beeper number as a last resort).
NPA à No Phone Available (enter NPA in the field)
Note! We try to get a telephone number on every call, and some types of calls must have a telephone number.
5. “In front of what address is your vehicle located?” (repeat this information to the member)
Note! The members’ home address appears automatically as the default. If the member is at their home address, it must be verified. Remove any dashes and use abbreviations for ST or AVE or CTR. Click Spot and the cross streets should appear automatically.
The format is house number, followed by street and then cross streets. In some cases D2000 has difficulty finding areas in Queens. Remove town and enter Queens instead of St Albans or Jamaica etc.
Note! You must review these cross streets to ensure they are correct. If the cross streets are incorrect, or do not appear, you must have the call spotted manually or access google maps .com.
Note! If breakdown is not at the home address, enter the address information given in the address field.
If an address is not available, please ask: “What street is the car on? Or Are you near any Landmarks?”
If they have the street name to give you, skip the address field and enter the street the vehicle is on in the Street Field, then ask:
6. “And between what two cross streets is the vehicle located?” (Repeat this information to the member)
7. “Mr/Mrs (use members name), what town or borough are you in?” Enter the town or borough in the City Field and enter NY in the State Field, then click Spot. If there are any problems “spotting” the call, refer to google maps.com or contact the “maps/spotter” desk for assistance.
Note! If the member is in need of service in another state, or outside our territory, the member must be TRANSFERRED to the appropriate club.
(see Territory list to verify. Transfer caller to VOICETONE.)
Note! All calls must have 3-4 factors:
- The Address
- The street the vehicle is on
- The first cross street and the second cross street
Note! Calls may have the following (4th factor) as well:
Large Landmarks – hospitals, university, parks, airports, Malls, and railroad stations.
· Standard Landmarks (McDonalds, 7-11 store, dunkin donuts etc) –must be added to the Drivers Directions Field)
Driving Directions – General instructions to assist the tow drivers in locating the members can be entered here. 2nd floor of the garage/daughter will be with the car/behind the building etc.
8. “What is the year, make and model of your vehicle? (repeat this information back to member). 2 digit year, MAKE – tab – MODEL – space – 2D or 4D.
9. “What is the color of the vehicle, and is it a 2 door or a 4 door vehicle?” (repeat back to member)
10. “Is this a 4 wheel drive or an all wheel drive vehicle?” (repeat)
11. “How many passengers are with you?” Enter the total amount of people with the vehicle in the passengers’ field. This is required as there is only room in the tow truck for one, possibly two people. If there are more than two passengers’, the member will have to make alternate transportation arrangements for these additional passengers.
12. “What is your license plate number? If you don’t have it I can move on without it. ” (repeat using individual digits and the word alphabet however not mandatory to have it.).
13. “What state is your car registered in?” Click on drop down box for choices. (We cannot tow cars that are not insured or registered.)
14. “Is the vehicle on the street?” Click on drop down box for choices. If the vehicle is on the street, leave the field blank and skip to item #15.
Note! If in a driveway, garage or parking lot, we must have an address or name. (Enter the name of the parking lot or garage in the drivers directions field.)
15. “What is the trouble with your vehicle?” Click on the drop down box for choices.
· If a tow is needed you will be prompted to add whether the car has 2WD/4WD or AWD. If more than 1 tire is flat it will require a flatbed tow. AWD and 4WD will also require a flatbed tow.
You will also be scripted to offer a tow back to the responding station or to any other location within 3 miles or be charged at $4.50 per additional mile. (Please note the members are only entitled to 1 tow per disablement. A second tow would be at commercial rates.)
· Lockout, lost keys or anti-theft device a locksmith may be required.
· If a car does not start you will be asked if it was running prior to not being able to start and also if it tries to turn over or if they get nothing.
In areas where available you may be prompted to offer Battery Service. A AAR station may do a battery test and provide a new battery on the spot. The battery pricing is determined by the responding station. Please read the script exactly as written.
16. If appropriate you can assign a Priority to the call. Click on the drop down box for choices.
17. If appropriate designate the service call as a CASH call. The member will be responsible for any charges and pay the tow driver on the spot.
18. You may request a Call Back Member option. The tow driver will call the member either at CUD (call upon dispatch) before they arrive. This works well if caller states they will be inside or in another location.
19. In cases of a tow complete Tow Destination. Need to document the address the car will be delivered to and if appropriate the name of the dealership/repair shop. Follow by information whether member will be traveling in the tow truck or following behind the tow truck in their own vehicle. In cases where they will follow the tow offer Hertz and/or Taxi assistance. “Will you be needing a Hertz rental while your car is being repaired? Or Can I assist you with the name of a taxi service in that area?”
If yes transfer to Hertz at the end of the call.
Base member – Transfer to …..
Plus member is entitled to one free day of rental – Transfer to …. And give them the discount code….
Premier member is entitled to two free days of rental – Transfer to… and give them the discount code….
20. Mr./Mrs. (use members name), “Let me verify the information I have before I dispatch your call. (Repeat all information).
Click SAVE to dispatch call.
21. Give member the provided closing speech:
· “Mr/Mrs (use member’s name) Thank you for calling AAA. Please wait with your vehicle. It is now (give the current time) and (give stations name that is going to provide the service) should be there as soon as possible, but no later than (give promised time). Please do not accept service from anyone except (give stations name that is going to provide the service.)
If for any reason you must call Triple A back, please use call number (give the call reference number assigned by the computer). Do you have something to write it down with?
· “Would you like us to notify someone of your situation?” If yes, take down the phone number and name of person member would like you to contact. “We hope that you are totally satisfied with our service”
Closing Speech if the member is waiting for a tow, locksmith or battery service. :
· “Mr/Mrs (use members name) Thank you for calling Triple A. It is now (give current time) and a Triple A counselor will call you back within 20 minutes to give you an estimated time of arrival. If for any reason you must calll AAA back, please use call number (give call number reference number assigned by the computer).
“Would you like us to notify someone of your situation?” If yes, take down the phone number and name of person member would like you to contact.
“We hope that you are totally satisfied with our service”