ERS Training

Upcoming Training Classes

BUFFALO AREA:

June 12, 2018

  • Battery 101 8:45am-5pm

July 10, 2018

  • AM Sessions B2Q Tester Training
    • Session 1 - 8 AM to 10 AM
    • Session 2 - 10:15 AM to 12:15 PM
  • PM Session -Soft Skils:
    • 1 PM to 5 PM (4 Hour Session)

Please contact Sharilynn at sgilson@nyaaa.com to register for any of these classes.


ROCHESTER AREA:

June 13, 2018

  • 2 Hour B2Q Tester Round Table Sessions
    • Session 1 - 8AM to 10AM
    • Session 2 - 10:15AM to 12:15PM
    • Session 3 - 1PM to 3PM
    • Session 4 - 3:15PM to 5:15PM

July 13, 2018

  • Battery 101 8:45am-5pm

Please contact Curt Davey at cdavey@nyaaa.com or Steve Horn at shorn@nyaaa.com to register for any of these sessions.


SYRACUSE AREA:

June 14, 2018

  • Battery 101 8:45am-5pm

Please contact George Tallman at gtallmen@nyaaa.com to register.


AAA Course Descriptions

Below is a comprehensive list with descriptions of the Battery Service training courses offered for the contractor network. If you are interested in a course please contact your ERS Field Rep for more information.

To download and print this list, click HERE

Training Type Timeline Description Responsibility Duration
BATTERY
Battery 101 First 30 Days Introduction to the AAA Battery Program
Explanation of battery service expectations
Basic battery information
Battery Service Safety
Use of the B2Q, including hybrid and dual battery vehicles
Comprehension of tester decisions
Explanation of test to the member
Warranty process
Complications with achieving a Full System Testand how to complete it
Club Assist/AAA 8 Hours
Ride Along 1 First 45 Days Assist driver with comprehension of battery call procedures and expectations
Answer specific questions or concerns about AAA
Battery Program or tester issues
Evaluate and assist driver with member satisfaction skills, OTG opportunities, battery testing and sales
Share best practices with driver regardless of call type
Offer solutions to problems encountered or foreseeable complications
Provide continuous feedback to the Tech
Give feedback to garage owner/manager at day’s end
AAA Field Rep 4-8 Hours
BSSA First 60-75 Days In-shop assessment
Assessment of the Battery Technician skill level via completion of a “mock” Battery Service member ERS call.
Technician completes a “Mock” Battery Service call from start to finish with a “member” from Introduction through entire process including battery replacement and paperwork completion. Some alternative test results can be introduced such as warranty test results. Also multiple “Member” objections can be introduced to further assess the technician’s communication skills.
Gauges the tech’s overall knowledge of roadside battery service
Club Assist 1 Hour
Soft Skills First 90 Days. Annually, thereafter Improve Battery Service Technicians communication skills during an ERS call
Improve Tech’s understanding of the test results
Explanation of the results to the member
Assist tech with overcoming member objections to testing and potential replacements
Increase battery sales
Club Assist 4 Hours. Minimum 6 participants
Ride Along 2 First 6 Months Assist driver with comprehension of battery call procedures and expectations
Answer specific questions or concerns about AAA Battery Program or tester issues
Evaluate and assist driver with member service skills, OTG opportunities, battery testing and sales
Share best practices on all call types
Offer solutions to problems encountered or foreseeable complications
Provide continuous feedback to the Tech
Give feedback to garage owner/manager at day's end
ERS Field Rep 4-8 Hours
Mystery Shop Limited Availability Technician is dispatched on an ERS Battery Service call that is" pre-staged" with the assistance of the AAA Dispatch office. The "member" is a Club Assist employee, a AAA Club employee or some outside professional who has been "rehearsed" in the process of completing this mystery shop ERS Battery Service call. A Club Assist trainer is also on scene but out of sight and observing the process. Following the call an assessment evaluation form is completed jointly by the "member" and the Club Assist trainer to be provided to the AAA Club Staff and Provider ownership. Club Assist/AAA Representative 30 Minutes
ON THE GO
OTG Classroom Session First 30 Days Classroom session with hands-on exercises
Explanation of AAA National OTG expectations, AAA WCNY goals Focus is on how to get vehicles on-the-go, using basic problem solving skills
Includes how to safley perform starter taps, fuel tank taps, checking fuses, anti-theft resets, etc.
Comprehension of the AAA Towing & Service manual
Minimize damage or injury opportunities
ERS Field Rep 4-8 Hours
AAA National RPST First 90 Days (PSP only) National Accreditation standard
Ways of safely rendering the vehicle on the go
AAA National Certification course encompassing scene safety, basic road service, vehicle electrical, ignition, fuel and anti-theft systems
ERS Field Rep 16 Hours
CUSTOMER SERVICE
Workshop First 30 Days and annually thereafter Increase shop’s overall satisfaction score
How to satisfy upset members
Limit complaints by members
Improve or maintain driver satisfaction scores
Learning & Development 2 Hours, minimum 6 participants
TOWING & RECOVERY
AAA National LDTR AAA National Certification course
Driver safety while operating equipment
Member safety Equipment limitations
Towing procedures and recommendations for carrier and wheel lift with dollies
Recovery procedure and recommendations with the wrecker
Managing the risk of damage in the towing or recovery operation
Comprehension of the AAA Towing & Service manual
ERS Field Rep 2 Days: 8 hrs classroom & 8 hrs hands-on. Minimum 4 participants
TABLET
Introduction As Required Functionality of the tablet and ERS Mobile Plus app
How to update and clear the calls that come from AAA via the App
Reference material handed out for call clearing accuracy
Field Reps/Garage 4 Hours
LOCKOUT
AAA National Vehicle Entry As Requested Vehicle entry class with 5 hours of hands-on performing lockouts on staged doors
Comprehension of AAA lockout manual
Use of in the door tools (Sully, BA, Access) and performance of an unlock based on the AAA lockout manual recommended procedure
ERS Field Rep 8 Hours
RIDE ALONG
Every 6 Months Encompasses all AAA training in a live situation
Make recommendations on best practices and advise driver best, most efficient manner in which to complete his/her responsibilities on scene with a member
Provide recommendations to minimize risk of damage
The most comprehensive training offered by AAA
Provide feedback to driver in real time
Provide owner/manager feedback upon request
ERS Field Rep 2 Days: 8 hrs classroom & 8 hrs hands-on. Minimum 4 participants