The Do's and Don'ts of Member Support Communication Flashcards
Member Support communication should be
simple, friendly, and personal.
What are 6 ways we can simplify our Member Support communication?
Shorten Your Sentences
Use “We”
Write in Active Voice
Use Bullet Points for Lists
Remove the Jargon
Get to the Point Quickly
In written communication, the standard rule is to write sentences with how many words or less? Why?
20 words or less because it is ideal for comprehension and ease of reading.
The use of “we” will make your communication
inclusive, friendlier, and more personal.
The active voice is clearer and
easier for a Member to understand.
Active voice makes it clear
who is supposed to do what and eliminates ambiguity about responsibilities.
What are 6 reasons why we should use bullet points in writing?
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.
In terms of brevity, what do Members value most?
An acknowledgement or apology, and the resolution.
What are 3 ways we can appear more friendly in our Member Support communication?
Start Well and End Well
Show Member Advocacy & Appreciation
Don’t Forget Courtesy Words and to Be Personal
What is a great way to set the tone for the conversation?
Starting with a positive greeting.
Once you’ve set the tone with a quick greeting,
jump straight into the important stuff.
What was created for agents to use in order to ensure our associates communicate with positive, on-brand greetings and closings?
Our standardized opening and closing live channel scripts
What should agents do to counter any poor sentiment or negative response shared by the Member?
Associates should rely on positive language and responses
What are three ways we can show Member Advocacy and Appreciation?
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.
What are three ways we can make our Member interactions more personal?
Address the Details
Use Contractions
Answer the Unasked Questions
What are four Communication Don’ts?
Member Support communication should not be defensive, delayed, or ignored. An associate should also not be ‘too familiar’ with a Member.
What should you NOT talk about until you provide a resolution?
Practices and Policies.
Don’t Wait Until the End to
Provide a Resolution
First and foremost the Member wants to know:
Do you care?
What will you do to make it right?
What are 4 things to help ensure you aren’t crossing the line from friendly to too familiar?
- Be friendly with our Members, but not their friends by refraining from using improper grammar, slang, and sharing personal opinions.
- Stay positive. Our Members may be frustrated and make negative comments. Our responsibility is to remain positive and provide solutions.
- Double-check your work. Read twice, send once.
What does ODAC stand for?
Communication should begin with an Opening, followed by Details, the Action to be taken, and a Closing.
If the communication you sent to a Member went viral, would it be something
that represents Peloton in a positive light and something you are proud of?
