The UK’s Automobile Association: empowering staff for customer retention

Gives a brief history of the Automobile Association (AA) before going on to describe the organization’s attitudes to issues of complaints and customer satisfaction. States that the entire workforce is empowered as part of the service quality culture and explains the reasons for this. Shows how quality service is essential, and how staff must be allowed to deal with each case individually to achieve this. Lists the “seven golden rules” in operation at the AA.