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Responsibilities of contact point representatives—con-
tinued
communicating clearly, 3-8, 3-19
determining specific problems associated with
needs, 3-5
explaining future steps, 3-19
explaining results of actions, 3-20
filling out forms, 3-19
giving simple explanations, 3-18
knowing alternatives, 3-16
knowing members’ rights and privileges, 3-14
knowing regulations, 3-14
knowing your limitations, 3-15
maintaining self-control, 3-5
making a good first impression, 3-1
making promises, 3-11, 3-20
meeting customer needs, 1-1, 2-1, 1-3, 3-4
presenting a good appearance, 3-2
projecting attitudes, 3-2
recordkeeping, 3-20
Responsibilities of contact point representatives-Con-
tinued
referring customers to other sources, 3-20
using telephone courtesy, 3-18
Rights and privileges, 3-14
S
Service, customer, 1-1, 2-1, 3-12
effect of good or bad, 1-3
examples of, 2-2
providing, 1-1, 2-1, 3-14
required level of, 1-3
responsibility for, 1-1
team approach to, 4-1
terminology, 1-4
Skills, face-to-face, 1-6
T
Teamwork, 4-1
achieving, 4-1
improving, 4-5
INDEX-2
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