ERSA operators show their shining armor

Imagine one of your drivers is cruising down the highway, far from any service shop you know, and your coach develops a problem. It happened to John McCommon, president of Cline Tours. Calling MCI's Emergency Roadside Assistance hotline (800-241-2947) wasn't his first choice. But it turned out to be his best choice.

Charleen Cull took the call from MCI's ERSA headquarters in Louisville and did what ERSA operators are supposed to do: She listened, consulted with onsite MCI Technical Support specialists, dispatched help, expedited any needed parts or other services (ERSA operators will even make hotel arrangements if necessary); and stayed in contact with McCommon until the company's coach was back on its way.

McCommon, for his part, was grateful enough to call MCI President and CEO Tom Sorrells. Sorrells turned around and made sure Cull knew how appreciated her services were. Though "awed" by the thanks she received, she maintains she was just doing her job.

"Calls come in to the ERSA line from drivers or owners with a coach down out in Nowhere, USA. It's dark. It's the weekend. They have passengers on board, and they're panicked," says Cull, who says the staff keeps a kind of "little black book" of trusted service providers (some of which are MCI's own service centers), constantly updated with how well they're doing. "Our job is get the operators help, stay on it and follow up. Most customers are thankful for the services we provide."

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