Comments on: Member Service vs. Staff Productivity

By: Member Service vs. Staff Productivity « Reid All About It

Member Service vs. Staff Productivity « Reid All About It — Sun, 15 Nov 2009 18:03:37 +0000

[...] 15, 2009 My latest guest post is up at SmartBlog Insights. A random tweet got me thinking about how we balance good member service with our own productivity [...]

By: MemberClicks

MemberClicks — Fri, 13 Nov 2009 21:11:17 +0000

Member Service vs. Staff Productivity (by @deirdrereid) http://ow.ly/BY5n

This comment was originally posted on Twitter

By: Acronym

Acronym — Fri, 06 Nov 2009 13:51:39 +0000

Quick Clicks: The quoteable edition…

Welcome to your first November Quick Clicks post! Here’s some quoteable and noteable posts from the past week or so: – The Digital Now blog reminds us that “the fish out of water has no other fish to contend with.”……

By: DeirdreReid

DeirdreReid — Thu, 05 Nov 2009 15:09:02 +0000

My latest guest post on SmartBlog Insights - Member Service vs. Staff Productivity http://bit.ly/24X5rL

This comment was originally posted on Twitter

By: Twitter Trackbacks for SmartBlog Insights » Blog Archive » Member Service vs. Staff Productivity [smartblogs.com] on Topsy.com

Wed, 04 Nov 2009 23:02:46 +0000

[...] SmartBlog Insights » Blog Archive » Member Service vs. Staff Productivity smartblogs.com/insights/2009/11/04/member-service-vs-staff-productivity – view page – cached About SmartBrief | Advertise | Find/Post Jobs | Industries We Cover | Partner With Us November 04, 2009 [...]

By: Maggie McGary

Maggie McGary — Wed, 04 Nov 2009 20:06:25 +0000

This is an excellent post and poses a really good question. I personally think that actually this concept doesn’t work for associations. I personally would find it totally unacceptable to be greeted by such a message from staff at an association I belong to.

When I worked for a relatively small staff association (about 20 employees) they did exactly as you said: had a very involved training manual for the receptionist so she was able to respond to as many questions as possible. They also did a lot of cross-team training so everyone in the office (ostensibly) was able to answer questions about anything.

Whether or not calls must go to voicemail, I think the advice about the 4-hour window on responding to calls would go over like a lead balloon at an association. Someone on staff would be spending a lot of time fielding calls from members complaining about that person’s message for sure!!