RESPONDING TO ISSUES OF CONCERN OPPORTUNITIES NOT PROBLEMS
THE THREE A's'
Focus your full attention on the member's concern and listen carefully to what they have to say.
AWKNOWLEDGE
Apologize and take responsibility for the next step in responding to the issue.
APOLOGIZE
Take action---do whatever it takes to make the member happy. Do it with care and sincerity.
ACT
It is important for each one of us to understand that we are ALL responsible for member satisfaction-- SERVICE IS EVERYTHING
Help each other to understand that responding in a caring and appropriate manner is an important and positive way to address the member's concern.
Our members are always looking for us to appropriately (and often creatively) accommodate their needs.
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