Ask the Panel

Every other month, our panel of frontline experts answers a service-related question. These are summarized in print in Customer Communicator.


Question: How do I conclude end-of-day customer calls without shortchanging the customer?

Answers from frontline reps —   Conduct “mission focused” communications. Due to our military roots, our representatives know when to be “mission focused.” In other words, our representatives are encouraged to get the member’s concerns taken care of fully without allowing the call to become uncontrolled. Our representatives are trained to keep conversations focused on resolving…Continue reading