When the member is requesting their membership information, please follow the following process to access and share the account information.
Action:
- Member contacts AAHA via email, Chat or phone.
Process:
- Greet the member -
- Thank you for calling American Animal Hospital Association, my name is "insert name", how may I help you?
Tip: If the member is contacting us via Email or Chat use Snippets for consistency in messaging.
-
- Ask for full name,
- email address or Hospital name
Verify member - (2 forms of ID are needed)
Warning: If the information does not match, please ask for more information such as "Has their name changed recently? Have they moved to another hospital?
- Once identification is clear, access HubSpot or NetForum to address the member's needs.
- Summarize and document the call in the members record both in HubSpot and NetForum.
- If additional information is needed or the question needs to be forwarded to another AAHA team member, document the transfer and if appropriate, re-assign the ticket to the team member.
- Move ticket in pipeline to "WAITING ON CONTACT" or "WAITING ON US."
- If all the member questions have been answered, close ticket.
Troubleshooting:
More Resources:
- Pipeline Ticket Process
- Member Security
- Documenting in HubSpot and NetForum
If you have any feedback on this article, we would greatly appreciate it if you could send it to liana.jensen@aaha.com.