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Step by Step

What you do or say	What happens
1. “Good morning/afternoon/evening. This is _____. How may I assist you?	Member requests a service.
2. “Could I please have your member number, beginning with the club code?”	Member gives number.
3. Type in number, with suffix, and click on Lookup.	Member information fills and cursor goes to phone number.
4. Review member information, especially the type of benefit—Basic or PLUS.
5. “Mr./Ms. ________, please verify your address as registered with the Club.”	Member states address.
6. “What phone number can we call if we have any questions? Please start with the area code”	Member gives telephone number.
7. If correct number is not pre-filled, type in telephone number, and tab twice.	Focus goes to phone type.
8. “Is this a residential or business phone?”	Member describes phone.
9. Select the correct phone type from the drop-down list.
10. “What city is the vehicle in?”	Member gives location.
11. Verify that vehicle location is in our jurisdiction. If not, call 1-800 number to transfer to correct club If yes, continue.

If member doesn’t have a Membership card available please ask for the First and Last name and press Lookup

Occasionally this lookup procedure will result in a system message: "member not found." First, try these steps:

q Double check the membership number

q Double check the spelling of the last name

q Check to see if the membership is under another name in the household

If it still can’t be located, transfer to your supervisor at 1-866-270-2499.

What you do or say	What happens
“Is your vehicle on the street?”	Member gives location
Enter location code.	Cursor goes to Area.
Enter the area, and hit tab.	Cursor goes to Trouble Code.
“What type of service do you need?”	Member gives service need(s).
Enter trouble code.	A pop-up window appears with additional questions for member.
Ask member questions, and type the response in the comments field.	Comments are recorded for the dispatchers.
Tab to priority field, and enter any priorities that apply
Click on “Spot.”	If call spots, SP appears at bottom of screen.
Click on the tow destination field, and ask where the member wants the car towed.	Member will give an address or ask for a suggestion.
Either type in the facility address, or click on “Search” to bring up a list of AAR facilities in the tow area. Confirm destination or offer options, click on to select, then confirm destination. If the tow is to an AAR that is not the responding facility, the member will be towed in accordance with membership policies.	Tow destination appears in field.
Click on “Save.”	A pop-up window appears with reference number.
Give member ETA and reference number.	Member records reference number.

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