AAA Complaint - Frustrated with AAA call scripting
WORTHINGTON, OHIO -- This morning I got to work, opened my umbrella, exited the car and went around the passenger side to get my purse, lunch, coffee, etc.
Well HELL, I had managed to lock my keys in the car. I don't think I have ever done this---in fact, I actually laughed at myself.
I went inside and called AAA. I spoke with a young lady named LaShawn who asked me for my member ID three times even though I explained my card was in my car. She then wanted my phone number and managed to repeat it to me incorrectly three different times. I asked for a supervisor because if she could not repeat a number correctly there was no way she would get my claim/request correct.
Her reply was "uh Uh, no no no you are gonna give me your number right now." Again, I asked for management. she said I needed to understand I she had me in her ear and "other things to do". I repeated my request---She screamed in my ear for "Mandy" to come talk to "this unreasonable woman"
Mandy got my number right, however proceeded to tell me 2-3 times through the rest of the call to have my cell phone and member card as well as ID in my hand while waiting for the driver. I had to repeatedly tell her THESE ITEMS WERE IN THE CAR WITH MY KEYS.
As an 18 year veteran call center manager I understand the importance of scripting. that said, common sense should always prevail. I went from thinking my keys being locked in my car was a funny story to telling anyone who would listen how robotic AAA reps are.
******Please note, I must say the gentlemen who came to unlock my car was very kind, professional and prompt. He even apologized for setting off my car alarm due to opening the vehicle without a key=- something that was clearly not his fault!