Quality Member Service: Face to Face and on the Phone

Course Objectives:

Provide an overview regarding the importance of member
service
Describe the four basic elements of an organization's
member service commitment
Establish specific member standards for face-to-face contact
Establish specific member service standards for telephone
contact
Discuss the importance of dress, body language, and voice
tone and inflection

Target Audience: All employees, especially those dealing with members; also useful to improve customer service between employees

Study time: 2 hours

Author:
Digital University staff

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