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Awards 2009 - Vehicle Recovery: RAC

Date: 27 January 2009

Good news for the RAC as it emerged victorious in the Vehicle Recovery section for the first time since 2005, wrestling the title from rival The AA.

Director of rescue service delivery Neil Thompson puts the company's success down to its investment in staff.

"In rescue we have a training programme called Delivering Exceptional Service," said Thompson. "2500 colleagues have been trained so far." The programme has even covered topics such as the tone of an employee's voice when answering the phone, which ensures the customer's breakdown is handled sympathetically.

RAC has also spent money on the basics in 2008. The tools and equipment carried in the patrol vans have been upgraded so rescuers can be more effective at the roadside. "The biggest thing customers ask of us is, 'Can you get my vehicle moving?', and our fix rate has improved this year," said Thompson. This investment will continue in 2009: a universal spare wheel should be in all the company's vans by the end of January.