5 Questions
What should you do if you are unable to reach a member by phone?
Follow-up with an email explaining the situation
What should you do if the first call to a member is unresolved?
Send them an email with a resolution
When should you email a member to reset expectations?
If the frontline has not set any expectations
What should you do if there is a delay in resolving a member's issue?
Send them an email every 48 hours to advise of the delay
What should you include in a negative resolution to a member?
Offer solutions to soften the blow
This quiz tests your knowledge on the preferred method of contact and follow-up procedures for reaching out to members. Learn when to make a phone call or send an email, how to handle resolved and unresolved issues, and effectively address specific concerns.
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