Show:
Membership Calls
Maneuvering the Website
Front Desk 101
Transfer to Who?
100
A member calls unsure if their status as a member has expired or not. What should your course of action be?
1)Find the member in CRM using the search bar. 2) Double click their name. Their file will be pulled up. 3) Find the section that says "membership information" - Current members will have an expiration date - Expired members will have no data in that field
100
Scenario: A consumer calls asking help in finding an audiologist. How would you direct them?
Click the "find an audiologist" tab on the home page, and fill in the blanks according to the information the consumer provides you
100
What is the standard greeting for answering the phone?
"American Academy of Audiology this is _____ how may I help you?"
100
An audiologist calls saying she is having issues logging into her academy account. After attempting to help yourself but without success, you transfer to ________
Kevin Willmann or Sarah Sebastian
200
A member calls saying that while trying to check on their updated CEUs, they were unable to log in. How do you proceed?
Look up the member in CRM. In their membership record, go to the ‘web’ tab. Their login information will appear there. Before giving the information to them, have them verify something personal, like birthdate.
200
A caller is interested in becoming a member, but wants to know the prices of membership. How would you help them?
Click on “Join the Academy” from the home page. The next page shows the membership types and dues rates.
200
Before transferring a call, you should check that:
that the person you are trying to transfer to is in their office.
200
A member calls to check in on the status of their application for ABA certification. Who do you transfer to?
Lisa Seyfried
300
Someone calls asking for prices of audiology treatments, how would you reply?
Explain that the Academy does not directly provide audiology services or discounts on treatments and recommend that they speak with their healthcare provider. OR We have a Find an Audiologist directory available online, whereby you can search for an audiologist in your area and by specialty. This directory can be accessed on the home page of our website: www.audiology.org, top right icon.
300
Someone calls wanting to purchase a set of brochures and needs your help, how would you assist them?
Tell them to visit www.audiology.org and click on ‘Academy Store’ under Quick Links. They can also view and sample copy of brochures under the Publications tab, Brochures.
300
By what time should outgoing mail be sealed and ready to be delivered?
10:00 am
300
A member asks a complex question about their CEU transcript that you aren't able to answer. Who should you transfer to?
Aldridge
400
A member calls saying that their login information for e-audiology is not working. What should your next steps be?
1. Make sure they know that their e-audiology and academy log-in information is different. 2. If they were not sure, explain that their e-audiology login is their email, and their password is their academy ID number (look up ID number in CRM if necessary). 3. If that does not work, transfer to Kevin.
400
Someone is interested in becoming a member, but first wants to know the benefits of membership. Where on the website would you be able to find this?
About us > membership > benefits
400
Someone calls asking when the next BOD meeting is. Where are TWO places you can find this information?
1) On the website: About us > Academy Leadership > Board Meeting Dates and Overviews 2) In the purple front desk binder: inside pocket
400
Someone calls wanting to make an order on the Academy store, who do you transfer them to?
Under Quick Links located on the audiology.org homepage, there will be a link titled Academy Store. After clicking this link, the site will redirect them to an area that shows all the store products and how they can order online or with a form. If issues occur, transfer to Kevin Willmann
500
A member calls stating that their CEs have not shown up on their transcript for 2017. How should you respond?
Let them know that there may be a delay in processing time due to the time it takes for CE providers to send participant lists to the Academy and for Academy staff to process and enter the lists. Ask that they check back in a couple of weeks.
500
An audiologists calls asking what our stance is on the Hearing Aid Tax Credit Act. Where on the website would you find our released statements on this legislation?
Get involved > Advocacy > Priorities > Current legislative Priorities > Hearing Aid Tax Credit Act
500
Who is the Front Desk Queen?
Gloria Thorn
500
If an audiologist calls stating their interest in speaking with their state representative concerning a local issue regarding hearing healthcare, who should you transfer them to?
Adam Finkel