Creating Member Loyalty^TM System of Training

Service Strategies

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Creating Member Loyalty^TM Service Strategies provides a clear service model designed to build a positive experience for every member, every time. Having a clear model makes it easy for employees to apply, and easy for managers to reinforce. Service Strategies provides employees with the skills to demonstrate consistent professionalism and quality service; internally and externally, in both routine and challenging situations.

Service Strategies Consists of Two (2) Programs

• Service Strategies for Staff - Provides the tools to build a sales and service model to provide a positive member experience
• Service Strategies for Managers - Provides the skills to manage the three critical actions related to member service

Service Competencies
Service competencies apply to all staff, whether front-line, support, or management. Effective service behaviors target internal and external customers to create a consistently professional experience for members and employees alike. Creating Member Loyalty^TM Service Strategies clarify service standards and attach concrete behaviors and processes to what might otherwise be abstract concepts.

Learners practice specific behaviors that demonstrate the following service essentials:

• Make the member feel valued
• Offer assistance beyond what is specifically asked
• Use problems and complaints as a way to improve service
• Take personal responsibility for every service outcome
• Increase understanding of credit union products and the organization

The implementation process is simple and straightforward. To learn more contact us or call 800-456-0543. We’ll be happy to answer your questions and show you how easy it is to bring the training system to your credit union.