Active Listening
This doesn't allow members to express their thoughts and concerns
What is interrupting?
I understand what you are saying
What is empathic listening?
Using the members name
What is personalization?
Fee when joining
What is EUF
This member is entitled up to 7 miles of towing for free
What is a classic member?
This involves restating the members issue in your own words
What is paraphrasing?
I'll be happy to help you with your issue. Here are our options
What is resolve?
I'm glad you're in a safe location?
What is establishing safety & showing concern?
The CAPRE fee is a one time charge when joining the same day in this state
Where is California?
A motorhome or motorcycle is covered under this type of membership
What is an RV membership?
Catching details the members provides
What is active listening?
I've locked my keys in my car before
What is relate?
I'm sorry you are having car trouble
What is sympathy?
This exclusive service comes with a 3-year free replacement
What is battery service?
In this state Plus members are automatically provided RV benefits
What is Texas?
Surfing the net for your favorite restaurant while you have a member on the phone
What is losing focus?
Acknowledging and identifying the members situation
What is recognize?
Greeting the member and thanking them for calling
What is courtesy?
This provides members an alternate transportation when they call for a tow
What is a car rental?
What is a Plus membership?
Paraphrasing and reflecting allows you to...
What is showing understanding?
Relate, Recognize, Resolve
What are the 3 Rs?
Friendly, helpful interaction with members
What is Rapport?
Informing members of exclusive benefits on all tow calls
What is an AAR?
You have a one time tow up to 200 miles per household per year
What is a Premier membership?