Effective Member Communication
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Questions and Answers

What should you do if you are unable to reach a member by phone?

  • Try calling them again later
  • Send them an email immediately
  • Follow-up with an email explaining the situation (correct)
  • Don't do anything

    • What should you do if the first call to a member is unresolved?

  • Do nothing
  • Escalate the issue
  • Send them an email with a resolution (correct)
  • Call them again

    • When should you email a member to reset expectations?

  • If the member is expecting a resolution within 48 hours
  • If the member specifically requests it
  • If the frontline has not set any expectations (correct)
  • If the member has not responded to your previous email

    • What should you do if there is a delay in resolving a member's issue?

    <p>Send them an email every 48 hours to advise of the delay</p> Signup and view all the answers

    What should you include in a negative resolution to a member?

    <p>Offer solutions to soften the blow</p> Signup and view all the answers

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