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!!!