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The Why and What of Member Services

Posted By Barb Mann, Director of Operations, Thursday, December 15, 2016
Updated: Thursday, December 15, 2016

The Member Services department plays a crucial role in an association management company (AMC). The major focus of this department is customer service — keeping members happy — thereby contributing to member retention and promotion. Members are the lifeblood of the association, making it vital to serve their needs in any way possible.

An efficiently run department communicates professionally and effectively with association members and leaders to achieve the organization’s potential and fulfill the association’s mission and goals. Member Services staff understand that members are involved in their association to grow in their profession and advance their credibility in their industry.

Member services is often the first point of contact members have with their association — and sometimes their only contact — so these interactions provide evidence of how well the association is being managed. Knowing that an understanding partner is a phone call or an email away provides security to members that they have made the right choice to be active in their professional trade association.

A great member services representative provides excellent customer service by listening to the inquiry, understanding the question or problem, empathizing with the member, and offering a solution. This representative has a clear and complete understanding of all aspects of the organization to be able to assist with complex inquiries and can handle the day-to-day needs of all association members. The department answers membership questions, provides information to access membership benefits, and trains members to make full use of their membership through online benefits (such as searchable directories, professional development webinars and publications).

Additional roles of a member services department include working proactively to avoid problems or difficulties members might encounter accessing member resources, renewing memberships, and registering for association events and functions. Being on the front line and having a constant finger on the pulse of the organization, member services staff offers feedback to all other departments on best practices as members actively use their association’s services. 

Tags:  AMC  association management  customer service  member services 

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