What steps must agents take when handling a member complaint?

The process of handling a member complaint begins with active listening, which is crucial for understanding the member’s concerns and emotions. This step helps build rapport and shows that the agent values the member's experience. Documenting the issue is equally important, as it provides a clear record of the complaint that can be referenced later, ensuring that the member's concerns are taken seriously and addressed appropriately.

After documenting, agents are responsible for providing timely feedback or solutions. This shows the member that their complaint is being treated with urgency and care, ultimately enhancing the customer service experience. By taking these steps, agents can effectively manage complaints and foster a sense of trust and satisfaction among members.

Utilizing these best practices allows agents to create a more constructive interaction, ensuring that complaints are dealt with professionally and effectively.