AIRS Member Service Standards

AIRS has developed Member Service Standards to both guide and measure the association’s service level.  The standards are centered on three principles of member and customer service: performance standards; accessibility; and accountability.   AIRS will place the highest priority on measuring and meeting these standards when serving AIRS members.

Member Service Standards

We will be courteous and treat you with respect every time you contact us.

The information you provide us is protected under the provisions of our privacy policy and the confidentiality standards of the I&R profession.

When you inquire with us by e-mail or fax, you will receive a reply within 1 business day of the date we receive your inquiry. When you inquire with us by letter, you will receive a reply within 10 calendar days of the date we receive your inquiry. If for any reason we cannot reply within that time frame, we will acknowledge your communication and tell you how long it will be before we can answer your questions fully.

When you inquire by telephone and leave a message; we will respond to your request within 24 hours. If we cannot do so, then we will acknowledge your call and tell you how long it will be before we can respond to your request.

If you join or renew your membership, you will receive confirmation within 1 business day (online, received by email or fax) or 10 calendar days (received by mail) of the receipt of your payment.

If you register for an association event or place an order to purchase an association product, you will receive confirmation within 1 business day (online, received by email or fax) or 10 calendar days (received by mail) of the receipt of your payment.

Some special requests may require action from the Board or a Committee. If this is the case, we will give you an explanation and an estimate of the time required to make a decision.

Accessibility

AIRS welcomes visits to our office in Fairfax, Virginia at any time.  Appointments are suggested.

Our correspondence, website and publications will be easy to understand, and will include a contact name, phone number and email address.

Accountability

When an error is made - AIRS will provide an explanation, an apology and if possible an opportunity to rectify the error.

Customer surveys will be conducted every six months so we can measure our performance and identify areas for further improvement.

If you are not satisfied with our service, you may contact the AIRS President.

The Member Service Standards will be reviewed and updated periodically as we gain more experience and as we benchmark our service to that of other service-focused associations.

 

Adopted from a format provided by © Association Xpertise Inc. (www.axi.ca). Associations have permission to use with attribution.