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A Membership Services Representative’s Tale of Victory

February 22, 2017 | Written by: Laura Reynolds, MSR
Customer Service Representative
As a Membership Services Representative at, I have the opportunity every day to make a difference in the lives of our members. Today was one such day where I felt the immediate satisfaction of providing our Core Value of Service to a member in need.

It began with a phone call that opened with the comment, “I’m about ready to take a hammer to my computer screen!” After listening to this gentleman vent for several minutes, it didn’t take long to figure out that I was speaking with an extremely frustrated member. He was in the middle of filing his taxes when he reached out to us for help. I was not sure if I could help him, but I listened and reassured him that I would do my best to help take care of him.

He explained what he was trying to do, what wasn’t working for him, and that he was very frustrated.  I then walked him through a few of the steps I’d learned in my training and was delighted to hear from him that it solved the problem and he could now continue to file. After all was said and done, I could tell that my patience, along with the help I had given him, made his day WAY better!  He was able to finish his e-filing and to purchase the membership he wanted, and, at the end of the phone call, he was cracking jokes and we were laughing together. It feels amazing knowing I was able to turn someone’s day completely around!

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