Customer Service

Staff SurveyQuestion - What are your top suggestions for improving the AVA for Employees and Members?

• Focus more on members and less on ourselves, communicate what the AVA does for members better

• Becoming more commercially focussed - i.e. marketing support, 'sales/engagement' More $ and staff in membership area (in-bound/outbound) , more follow up calls.

• When you receive an inquiry from a member always assist them with an answer even if you don't feel it is your job. I always take down the member’s details, their request and try and get them an answer and call them back with the information. I think if you go out of your way to service members requests they appreciate their division more. When attending dinner meetings/conferences it is important to interact with the members. Hello, how are you, how’s work etc goes a long way in showing them you are interested in their membership.

• Employees need to understand how they are here for our members and respond to queries and requests in a timely manner

• Better communication and engaging with members

What is good customer service?• Customer service is a series of

activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.

• Does anyone have any good customer service experiences that they would like to share?

Veterinary landscape

• There are only 10,500 registered vets in Australia

• Every vet in Australia is important to the AVA

• Only 50% of registered vets are AVA members

Dealing with members

• Whether face to face, telephone or email, genuinely thank the member for contacting us, make their day, go that extra mile

Remember

• The membership department is not the whole organisation but the whole organisation is the membership department!

Telephone Policy

• Available on the intranet• NEC telephone system

operation