RAC invests in customer service for its 2,000 patrols

Article date: 20 June 2008

The number of RAC patrols on the roads has exceeded 2,000, and the company is investing in customer service training for both patrols and control centre staff to maximise customer satisfaction.

RAC trained 1,500 people last year in enhanced service skills and plans to have trained 3,000 patrols and control centre staff by the end of June 2008.

The training is a course taken each year that focuses on the rescue services processes and interaction with customers. 

Phil Ryan, head of roadside delivery for RAC, said: "RAC is historically very strong on technical training, which has a great influence on customer satisfaction. We have always done very well in customer service, particularly with the JD Power award success recently, however our patrols always want to go that extra mile to make our customers feel comfortable and happy, and this course helps them.

"The one-day course aims to build RAC patrols' knowledge of how their actions during the whole process, from the initial call through to the fixing of the vehicle, affect the customer and time."

Phil continues: "Audio calls of real life situations are played to attendees in order to identify aspects that could be improved. We also carry out what's called the deployment challenge, whereby patrols go into the control centre and are tasked with deploying a certain number of patrols to breakdowns. This enables them to see from the control centre side how their seemingly minor actions as a patrol can affect the situation."

Bringing patrols together to share experiences also helps equip them with the necessary skills to handle difficult or conflict situations more efficiently.

Rod Camps, region 1 roadside operations team for RAC, commented: "I took part in the training course recently and found it to be excellent.  It's always good to get patrols together to share experiences and ideas to help enhance our service to customers.

"I think the training is particularly useful for new patrols who have not had to deal with tricky situations before. But it also acts as a refresher for the more experienced patrols and reminds you that every action you take has an impact on the job in hand, as well as the next, and therefore has a strong effect on customer satisfaction."


RAC Press office contact:
Vicki Burn on 01603 684 224 / 07800 692 909 or Elinor Graveson at Staniforth 0161 919 8025 / 07973 360141.

Notes to editors

About RAC
With around seven million members, RAC is one of the UK's most progressive motoring organisations, providing services for both private and business motorists.  Whether it's roadside assistance, windscreen repair and replacement, learning to drive, vehicle inspections and checks, legal and financial services or up-to-the-minute traffic and travel information - RAC is able to meet motorists' needs. RAC incorporates BSM, RAC Auto Windscreens, RAC Direct Insurance and HPI.

RAC is committed to providing the very highest levels of service to its members and has been ranked first for customer service by J.D. Power and Associates' UK Roadside Assistance Study for the past two years.

Aviva bought RAC in May 2005.  The acquisition brings together RAC's powerful brand and customer base with the expertise and leading position in motor insurance of Norwich Union Insurance (part of Aviva). Norwich Union is the UK's largest insurer, insuring one in seven motor vehicles and with a market share of around 15 per cent.

RAC's news releases and a selection of images are available from the internet press centre at www.racnews.co.uk

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