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Service Strategies – Staff
Service Strategies reinforces the value of an integrated sales and service model to build a positive experience for members. Your credit union will define superior service, identify barriers to delivering it, and learn proven behaviors to minimize barriers and reduce stress. This allows more focus and energy on meeting and exceeding member expectations for service while still balancing operational tasks. A variety of delivery channels and staff positions are presented and engage learners in their own daily reality for immediate transfer of learning to the job.
This Program is Designed for
- Managers/Supervisors
- All credit union staff
Learning Objectives
- Create positive member experiences at every member contact point
- Enhance member relationships and foster internal teamwork
- Encourage creativity and initiative in service delivery
- Differentiate the credit union from competitors Service Strategies
Program Content
Defining Member Service:
Breaking the Barriers to Member Service
- Credit Union Mission
- Critical Contact Points
- Member Service Chain
- Superior Service Characteristics
- Satisfaction to Loyalty
Member Service Skills
- Focus on the Member
- Enhance Self-Esteem
- Listen to Show Understanding
Member Loyalty Skills
- Maintain Personal Responsibility
- Manage Complaints
- Resolve Problems
Strategies and Processes: Skill Practice Situations
- Handling a Request for Service or Assistance
- Making a Request for Service or Assistance
- Satisfying an Angry Member
Total Training Time
- 12-15 hours
- More than 150 examples and exercises
100% Guarantee
CUNA Center for Professional Development is committed to providing a quality learning experience with cutting-edge topics and expert instructors. If for some reason you are not fully satisfied, contact us and we’ll provide you a full tuition refund or credit.
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