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‘Keeping the promise’
You’re late for a job interview, for your daughter’s recital, for your anniversary dinner … and you’re stuck in the breakdown lane on I-25. Your car stalled and won’t start. The traffic is flying by, and one vehicle nearly clips your side mirror. You call AAA for roadside assistance. Someone in
the Denver call center hears the stress in your voice but knows that, with a number of other motorists waiting for help, it could be an hour before a AAA roadside technician will reach you. But you’re in a very difficult position, and the customer service representative is empowered to find a solution—right away. That call center employee works everyday with the passion we all
share: “Keeping the promise,” delivering the very best service we can, as if we ourselves, or our loved ones, were receiving it. So the service rep imagines what it would feel like to be stuck on the
side of I-25, late for an important event, and be told of a lengthy wait for a truck to arrive. One thing that will help the call center expedite your case is the
light-speed gains in technology. Perhaps you have a smartphone and used the AAA Roadside app to request help. With one touch of the screen, you see the green button labeled “Request Road Service.” Because you’ve already entered your member information, the call center can immediately confirm your membership and begin working on a solution. However your call arrives, the call center can dictate a summary of
your condition in the dispatch order, which is delivered immediately to the technician. Upon arrival, the technician diagnoses the problem—perhaps it’s a
dead battery, in which case there’s no need for a time-consuming and potentially expensive tow. AAA offers quality batteries at a member discount for immediate installation, getting you back on the road. Perhaps a few years from now, you’ll be stuck on I-25, this time in an
electric vehicle. Then what? We’ll be ready to help. AAA is already run- ning pilot programs in other regions to offer electric vehicles a quick jump—a 10-minute charge that will take you 8 to 10 miles, far enough to reach a charging station or your home. AAA Colorado will continue to serve you with excellence, no matter what technology drives your car, or your request for help
Tony DeNovellis President and CEO
www.AAA.com
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