Creating Member Loyalty^TM System of Training

Service Strategies - Managers

Exceeding member expectations requires on-going discretionary effort from employees. The role of the manager is to create a work environment which supports this. This training will help leaders with three of the critical actions related to member service, which are: formally establishing and communicating the service goals and member service standards for their unit; serving as a role model for member service when dealing with members, peers and employees throughout the organization; and monitoring and providing feedback to employees on their service delivery.

This Program is Designed for

• Managers/Supervisors

Learning Objectives
Managers learn critical skills and proven processes and behaviors to:

• Create expectations around performance
• Motivate employees to exceed member expectations
• Set challenging, yet attainable, service goals for each unit or department
• Skillfully shape employee behavior through reinforcement and feedback

Setting Service Goals
Improving, or even maintaining, superior service requires clarity of priorities for staff. Goal-setting for service provides a clear and objective approach to discussing, planning, and reviewing the performance of each staff person. In this module, supervisors and managers will learn how to establish measurable and observable goals related to service for their own staff or department.

Providing Supportive Feedback
Providing feedback to employees around service situations enables a manager to systematically strengthen their employees’ service delivery. This segment demonstrates how to provide feedback around less-than-positive behaviors while maintaining an employee’s confidence and motivation. You will practice guiding an employee in self-assessment and strengthening an employee’s ability to repeat effective service performance. This process ensures managers consistently reinforce the credit union’s commitment to superior service standards.

Total Training Time

• 3-5 hours + post-session goal setting

Prerequisite:
Service Strategies — Staff Program