Introduction to Members Service

“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the Member!  The Member is the person who pays everyone's salary and who decides whether a business is going to succeed or fail. In fact, the Member can fire everybody in the company from the chairman (CEO) down, and he can do it simply by spending his money somewhere else.

The key elements of Member service are: Expanding Your Definition of Service Identifying Your Members Developing a Member Friendly Approach

Two critical qualities to the “Member Friendly Approach Communications Relationships

As mentioned earlier, Member service means providing What Member Service Means As mentioned earlier, Member service means providing a quality product or service that satisfies the needs/wants of a Member and keeps them coming back. 

Good Member service means much more - it means: continued success,  increased profits,  higher job satisfaction,  improved company or organization morale,  better teamwork, market expansion of services/products.

Five Basics Needs 1) Friendliness: The most basic and associated with courtesy an politeness.  2) Empathy: The Member needs to know that the service provider appreciated their wants and circumstances. 3) Fairness: The Member wants to feel they receive adequate attention and reasonable answers. 

4) Control: The Member wants to feel his/her wants and input has influence on the outcome. 5) Information: Members want to know about products and services but in a pertinent and time-sensitive manner. 

Member Service Techniques Making a Good First Impression

Here are some ways of creating positive impressions: Thoughtfulness in meeting the Member's needs Personal responsibility for a Member Quick problem solving for the Member Offering immediate assistance Friendliness Using a Member's name in a conversation Pleasant tone of voice Neatness A genuine smile

Here are some factors that create a negative impression: Making the Member wait Not answering the phone promptly Not saying "please" and/or "thank you" Speaking loudly or condescendingly to Members or colleagues Making faces, frowning, acting distant, not smiling Looking disheveled or like you do not care about your appearance A poor handshake Focusing on another task while addressing or servicing a Member 

Remember: Impressions stay with those you meet, especially Members, and once registered; negative impressions are difficult to overcome.

Simple Actions, Huge Returns Members will spend up to 10% more for the same product with better service. When Members receive good service, they tell 10-12 people on average. When Members receive poor service, they tell upwards of 20 people. There is an 82% chance Members will repurchase from a company where they were satisfied. There is a 91% chance that poor service will dissuade a Member from ever going back to a company. 

The Interpersonal Actions of Member Service Smiling Eye Contact How You Look Shaking Hands Be Attentive Tone of Voice Hand Gestures Personal Space Posture Observation

Conversations over the Telephone For example: A flat tone of voice says to the Member, "I don't like my job and would rather be elsewhere." Slow pitch and presentation say, "I am sad and lonely - do not bother me." A high pitch, rapid voice says, "I am enthusiastic and excited!" A loud voice says. "I'm angry and aggressive."

Answering the Telephone 1. Pick up the phone in three rings. GREET THE CALLER AND SAY GOOD MORNING Good manners show you respect the caller. GIVE YOUR NAME HI MY NAME IS EMMA ASK THE CUSTER IF HOW YOU CAN HELP “Good morning, thanks for calling the Insect Farming and Trading Agency, my name is Emma, how may I help you?”

Troubleshooting Putting a Member on Hold Transferring a Call Taking a Message Ending the Call

Communicating with the Member There is a problem and the sales person, technician or Member service representative is making unacceptable excuses, such as: It is the fault of the computer It is the fault of the other sales clerk It is the fault of the chief of the department  It is the fault of the system It is the fault of the Government It is just the way it is

Taking Responsibility Listen without interruption and with full attention Behave without aggression, and without arguing Do not extend excuses for the problem; thank the Member for drawing their attention to it and helping solve it. Express sympathy and full understanding. 

Beginning the Problem Solving Process Ask necessary questions to get a more complete picture of the situation.  Identify the Member's needs by finding out exactly what the Member needs you to do for them. First explain what you can do and then gently add what you cannot do. Discuss all options in detail and then decide what needs to be done.  Undertake the agreed upon action immediately.  Check the result to make sure the Member is completely satisfied. 

Communication Techniques 1. Listen 2. Express that you are sorry •  "We are sorry for this mistake/problem.” •  “We are terribly sorry for this inconvenience.” •  “How can we work to solve this problem together?” •  “I can imagine how frustrated you are.”

3. Do not argue or interrupt 4. Do not lose your self control 5. Point out facts 6. Admit the problem 7. Involve the Members in problem solving 8. Follow up 9. Give the Members a "way back" 10. Do not question if the Member is correct

Alternative phrases which better serve the Member. 1. Hearing the word "No" 2. I don't know 3. That's not my job/department 4. You're right, that is bad 5. Calm down 6. I'm busy right now 7. Call me back 8. That's not my fault 9. You need to talk to my supervisor 10. You want it by when!?

Polite and Friendly Responses Wrong Response Polite and Friendly Alternative "I don't know" "No" "That's not my job" "That's not my fault" "You want it by when?" "Calm down" "I'm busy right now" "Call me back" "I'll find out" "What I can do is..." "Let me find the right person who can help you with..." "Let's see what we can do about this" "I'll try my best" "I'm sorry" "I'll be with you in just a moment" "I will call you back, what is your telephone number?"

Everyday Member Service Practices Be on time, open on time, deliver on time Follow through and deliver your promises Go the extra mile for Members Offer your Member options Express empathy to upset Members Treat Members as the MOST important part of your job Give Members your name and contact details