Member Greetings
What info should you confirm first?
Member name and account verification
What tone should you use with frustrated members?
Calm, empathetic, reassuring
Is it okay to multitask during a member call?
No, stay focused)
What’s a good phrase to calm a member?
“I understand how that could be frustrating”
What’s a warm way to ask how you can help?
“How may I assist you today?”
Always ____ when on the phone even if the member can not see you.
SMILE :)
What should you do before transferring a call?
Explain why and confirm consent
How should you handle a mistake?
Apologize and get a supervisor
Why is using the member’s name important?
Builds trust and personalization
Always use a _____ tone
friendly
Should you discuss account details without verification?
Never
What’s a strategy for resolving confusion?
Summarize and clarify next steps
What’s a good closing line?
Thank you for calling in have a nice day!
How can you show you’re listening?
Repeat key points, ask clarifying questions
What’s one thing you should never say when you're unsure of the answer?
I don’t know” — instead say “Let me find out”
How do you follow up after resolving an issue?
Confirm satisfaction and thank them
How should you greet a member on the phone?
"Hello thank you for calling America First salt lake hope branch"
Why is tone critical in member service?
It reflects care and professionalism
Should you use speakerphone in shared spaces?
What’s the first step when a member is upset?
Get Will or Vini (Leslie as the last resource)