This document provides guidance to staff on providing excellent member service at a retirement fund. It emphasizes treating members with courtesy, patience, accuracy and efficiency. Staff are reminded that as the "face and voice" of the fund, they have significant power to positively or negatively influence members' perceptions of the fund through each interaction. Working together as a team can help reduce stress and provide faster, higher quality service to members. The document encourages staff to always keep a smile in their voice and remember that they are the most valuable asset in serving members well.

1. Member and Retirees
Services
The Power of ONE

2. Think of your experience
calling
or visiting your local
(Eyes Closed)
• Bank
• Cable Company
• Phone Company
• Credit Card Company
Excerpt From GMS Quality Service

3. Now hold that thought...
What was the service like from beginning to end?
What was your impression of them?
Excerpt From GMS Quality Service

4. Did you end up feeling…
Confused Satisfied

5. We’re Members too!
““People will forget what youPeople will forget what you
said, people will forget whatsaid, people will forget what
you did, but people will NEVERyou did, but people will NEVER
forget how you made themforget how you made them
feel.”feel.”
Dr. Maya AngelouDr. Maya Angelou

6. 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

7. As the FACE and Voice of
the Fund, I will:
1. Always keep a smile in my voice
2. Give the caller/visitor my undivided attention
3. Focus on the caller/visitor’s questions for a solution
4. 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 personally
7. 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

8. 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

9. Who has the most Power?
• To influence customer perception
• Improve speed of service
• Keep wait time at a low
level
• Provide quality service

10. IT’SIT’S
YOUYOU

11. GAME TIME

12. 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!!!