5 Magic Characteristics of an Excellent Service Team
News & Trends

68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. (source: HubSpot). For 86%, good customer service turns one-time clients into long-term brand champions. (source: Khoros)

While these statistics do not refer to membership organizations as such, they paint a clear picture about the power of a good services team. It boils down to customer satisfaction or member satisfaction: this elusive feeling that a customer gets when they feel that the vendor or the association is in synch with their needs.

Customer satisfaction directly affects the bottom line of an organization, it decreases member churn, increases member retention, and it has a positive effect on the brand.

What are the most important behavioral factors in providing excellent member or customer service? Here are 5 tips to stand out with member service:

•    Be proactive. Don't wait for members to come to you with problems. Reach out to them regularly to see how they're doing and if there's anything you can do to help.
•    Be personal. Get to know your members on a personal level. Learn about their interests and needs so you can provide them with the best possible service.
•    Be responsive. When members reach out to you, be sure to respond promptly and professionally.
•    Be helpful. Go the extra mile to help your members. Don't just solve their problems, but also make sure they're happy with the outcome.
•    Be positive. Always be friendly and helpful. Make sure members feel valued and appreciated.

By following these tips, you can provide your members with the best possible service and stand out from the competition.
Here are some additional details about each of these tips:

Be proactive: One of the best ways to stand out with member service is to be proactive. This means reaching out to members regularly to see how they're doing and if there's anything you can do to help. You can do this through email, phone calls, or even in-person visits. By being proactive, you show your members that you care about them and that you're there to help.

Be personal: Another way to stand out with member service is to get to know your members on a personal level. Learn about their interests and needs so you can provide them with the best possible service. You can do this by asking them questions, listening to their feedback, and keeping track of their preferences. By getting to know your members on a personal level, you build relationships with them and create a more positive experience for them.

Be responsive: When members reach out to you, be sure to respond promptly and professionally. This shows them that you value their time and that you're committed to providing them with excellent service. You can respond to members through email, phone calls, or live chat. By being responsive, you show your members that you're there to help and that you take their concerns seriously.

Be helpful: Go the extra mile to help your members. Don't just solve their problems, but also make sure they're happy with the outcome. This means being patient, understanding, and willing to work with them to find a solution that works for everyone. By being helpful, you show your members that you care about their needs and that you're committed to providing them with the best possible service.

Be positive: Always be friendly and helpful. Make sure members feel valued and appreciated. This means smiling, using a positive tone of voice, and being respectful. By being positive, you create a more enjoyable experience for members and make them more likely to return.

These are just a few of the most critical factors in providing excellent customer or member service. If you want to keep your customers happy and satisfied, make sure you focus on these key areas.

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