1. Introduction to Members Service

2. “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.

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

4. Two critical qualities to the “Member Friendly Approach
Communications
Relationships

5. 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. 

6. 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.

7. 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. 

8. 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. 

9. Member Service Techniques
Making a Good First Impression

10. 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

11. 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 

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

13. 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 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. 

14. 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

15. 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."

16. 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?”

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

18. 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

20. 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. 

21. 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. 

22. 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.”

23. 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

24. 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!?

25. 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?"

26. 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