1. Customer Service

2. Staff Survey Question - What are your top suggestions for improving the AVA for Employees and Members? Focus more on members and less on ourselves, communicate what the AVA does for members better Becoming more commercially focussed - i.e. marketing support, 'sales/engagement' More $ and staff in membership area (in-bound/outbound), more follow up calls. When you receive an inquiry from a member always assist them with an answer even if you don't feel it is your job. I always take down the member’s details, their request and try and get them an answer and call them back with the information. I think if you go out of your way to service members requests they appreciate their division more. When attending dinner meetings/conferences it is important to interact with the members. Hello, how are you, how’s work etc goes a long way in showing them you are interested in their membership. Employees need to understand how they are here for our members and respond to queries and requests in a timely manner Better communication and engaging with members

3. What is good customer service? Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Does anyone have any good customer service experiences that they would like to share?

4. Veterinary landscape There are only 10,500 registered vets in Australia Every vet in Australia is important to the AVA Only 50% of registered vets are AVA members

5. Dealing with members Whether face to face, telephone or email, genuinely thank the member for contacting us, make their day, go that extra mile

6. Remember The membership department is not the whole organisation but the whole organisation is the membership department!

7. Telephone Policy Available on the intranet NEC telephone system operation