Member and Retirees Services
The Power of ONE
Think of your experience calling
or visiting your local(Eyes Closed)
•Bank•Cable Company•Phone Company•Credit Card Company
Excerpt From GMS Quality Service
Now hold that thought...
What was the service like from beginning to end? What was your impression of them?
Excerpt From GMS Quality Service
Did you end up feeling… Confused Satisfied
We’re Members too!
““People will forget what you People will forget what you said, people will forget said, people will forget
what you did, but people what you did, but people will NEVER forget how you will NEVER forget how you
made them feel.”made them feel.”Dr. Maya AngelouDr. Maya Angelou
Our Role with Our Members
Excerpt From GMS Quality Service
As the FACE & VOICE of the Fund, we rely on you to be:
• WELCOMING• COURTEOUS• PATIENT• THOROUGH• ACCURATE• EFFICIENT • HIPAA COMPLIANT• ALWAYS PROFESSIONAL
As the FACE and Voice of the Fund, I will:
1. Always keep a smile in my voice2. Give the caller/visitor my undivided attention3. Focus on the caller/visitor’s questions for a solution4. Repeat/Paraphrase the concern to assure understanding
of the caller’s concern to assure 5. Ask closed ended Q’s which would allow me to get to the
facts (i.e. Did you return to work? What fax number did you send the document to? Etc.)
6. Not take comments personally7. Refer to the Fund as “we” not “they” (“We paid the claim
on…” “We apologize for the delay/inconvenience.” 8. Not leave the caller/visitor waiting or on hold for long
periods of time 9. Make sure the caller/visitor’s concern is rectified (FIRST
CALL RESOLUTION) 10. Follow up and Follow through: reduce callbacks/visits by
returning calls when stated
The Power of One…
• You have the potential to make a very BIG impact…Positive or Negative
• You are in the unique position of being able to influence the member’s perception of the Fund.
• Being here, present, prepared, and ready to assist the member affects the speed of service with every interaction.
• When everyone works together it lessons the load and stress level of everyone
Excerpt from The Power of One www.callcenterschool.com
Who has the most Power?• To influence customer
perception
• Improve speed of service
• Keep wait time at a low level
• Provide quality service
IT’SIT’S
YOUYOU
GAME TIME
THE END...BUT FIRST SOME REMINDERS….• Please remember to always keep a smile in
your voice, it makes a world of a difference.
Remember that YOU ARE our most VALUED asset. Without your hard work and commitment to the members, this department… The Fund could not run effectively.
Thank you for all YOU DO!!!
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