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PUP Member Services Customer Service Training:

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on 19 May 2011

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Transcript of PUP Member Services Customer Service Training:

Member Services Customer Service Training enhancing the customer service experience through [FIRST] IMPRESSIONS People form opinions and make judgments about us in the first 60 seconds of a meeting or when speaking with us on the phone. Statistics indicate that 87% of people's opinions are formed based on the tone of our voice while only 13% is based on the actual words we use. As part of the member services team, we make our first impression not by a physical hand shake but by our first phone contact with our customers
(members, providers, internal). This consists of:

- a warm and professional greeting
- a genuine smile
- a consistent and pleasant tone World Class Customer Service [OPENING] OF CALL
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