Not currently a customer, but when I was with yourselves a couple of years back, something happened with my line during the laying of some flooring. It went dead - no dial tone, nothing.
I called you guys and spoke with someone (I forget his name) and I must say, whilst I found the interaction brief with no time wasting of reading scripts (as many customer service staff are trained to do), I did find the individual presumptuous and curt. Presumptuous in the sense that he presumed I hadn't done any of the required line checks before calling in and that it was most likely fault of my own equipment.
Except it wasn't. And I knew it wasn't. I can only presume that when he then decided to check my line on your systems (the BQM monitor etc) and saw all red, he then knew that this was something more serious.
It is of my opinion that the tone of the individual I spoke was slightly condescending, in the sense that he seemed to hold an attitude of superiority (in terms of knowledge) over me. If I was not so technically minded myself, I can see how more non-technically minded customers may have a problem with this tone of interaction.
I didn't make a fuss about it as I didn't see it as a problem. He did his job, raised a fault with BT, engineer was on site within 4 hours and issue fixed.
But AA must realise that not everyone is technically adept as their employees are, and people skills, especially in a customer facing front line role such as customer services, are paramount. Most people don't take kindly to this tone of interaction, and Raymond clearly is one of those people.