The Do's and Don'ts of Member Support Communication

Question 1

Member Support communication should be

Answer 1

simple, friendly, and personal.

Question 2

What are 6 ways we can simplify our Member Support communication?

Answer 2

Shorten Your Sentences

Use “We”

Write in Active Voice

Use Bullet Points for Lists

Remove the Jargon

Get to the Point Quickly

Question 3

In written communication, the standard rule is to write sentences with how many words or less? Why?

Answer 3

20 words or less because it is ideal for comprehension and ease of reading.

Question 4

The use of “we” will make your communication

Answer 4

inclusive, friendlier, and more personal.

Question 5

The active voice is clearer and

Answer 5

easier for a Member to understand.

Question 6

Active voice makes it clear

Answer 6

who is supposed to do what and eliminates ambiguity about responsibilities.

Question 7

What are 6 reasons why we should use bullet points in writing?

Answer 7

Lists are easier to read.

Readers can scan them quickly.

They require fewer words.

They group related information visually.

Numbered lists can show sequence.

It’s a good way to simplify complex ideas.

Question 8

In terms of brevity, what do Members value most?

Answer 8

An acknowledgement or apology, and the resolution.

Question 9

What are 3 ways we can appear more friendly in our Member Support communication?

Answer 9

Start Well and End Well

Show Member Advocacy & Appreciation

Don’t Forget Courtesy Words and to Be Personal

Question 10

What is a great way to set the tone for the conversation?

Answer 10

Starting with a positive greeting.

Question 11

Once you’ve set the tone with a quick greeting,

Answer 11

jump straight into the important stuff.

Question 12

What was created for agents to use in order to ensure our associates communicate with positive, on-brand greetings and closings?

Answer 12

Our standardized opening and closing live channel scripts

Question 13

What should agents do to counter any poor sentiment or negative response shared by the Member?

Answer 13

Associates should rely on positive language and responses

Question 14

What are three ways we can show Member Advocacy and Appreciation?

Answer 14

Giving compliments to Members is a great way to be friendly. Just don’t turn it into a box-ticking exercise.

Use an appropriate initial response to validate the Member’s concerns or issues.

Be courteous by using ‘please’, ‘thank you’, and so on.

Question 15

What are three ways we can make our Member interactions more personal?

Answer 15

Address the Details

Use Contractions

Answer the Unasked Questions

Question 16

What are four Communication Don’ts?

Answer 16

Member Support communication should not be defensive, delayed, or ignored. An associate should also not be ‘too familiar’ with a Member.

Question 17

What should you NOT talk about until you provide a resolution?

Answer 17

Practices and Policies.

Question 18

Don’t Wait Until the End to

Answer 18

Provide a Resolution

Question 19

First and foremost the Member wants to know:

Answer 19

Do you care?

What will you do to make it right?

Question 20

What are 4 things to help ensure you aren’t crossing the line from friendly to too familiar?

Answer 20

1. Be friendly with our Members, but not their friends by refraining from using improper grammar, slang, and sharing personal opinions.
2. Stay positive. Our Members may be frustrated and make negative comments. Our responsibility is to remain positive and provide solutions.
3. Double-check your work. Read twice, send once.

Question 21

What does ODAC stand for?

Answer 21

Communication should begin with an Opening, followed by Details, the Action to be taken, and a Closing.

Question 22

If the communication you sent to a Member went viral, would it be something

Answer 22

that represents Peloton in a positive light and something you are proud of?