Creating Member Loyalty^TM System of Training

Service Strategies Testimonials

Northeast Credit Union
Lisa Morrissette, AVP Marketing

When we decided to make excellent service delivery the cornerstone of our service and sales culture, we looked to the Service Strategies program. It proved to be an excellent choice.

Our staff has picked up a wide range of techniques, including the skill of empathizing. It’s been helpful in addressing concerns from other departments. My staff has realized that dealing with issues in a timely fashion is instrumental in diffusing situations. I am definitely seeing the lines of communication open up.

The support from CUNA has also been excellent, with our CUNA consultant acting as a “safety net” that has helped us open up communications. The staff has also enjoyed the training – particularly the skills practices, which is usually not a favorite activity. Many commented that was the best part of the training.

Northeast Credit Union Key Results:

• Skill of empathizing is helpful in addressing cross-functional concerns.
• Lines of communication improved.
• Staff found skills practice most enjoyable part of training.

MECU, MD
Michelle Williams, Assistant Director of Employee Development

After conducting a member survey on service delivery, we discovered that our members valued basic service behaviors: accuracy, knowledge, attitude, and the ability to resolve problems. We were delighted to find the Service Strategies addressed all those areas.

Initially, we had set a goal to deliver outstanding service both internally and to our members. We developed our customer service standards, and the Service Strategies program provided the detail on what delivering quality service should look like.

It’s helped us communicate more effectively internally, diminishing barriers between co-workers. Member service delivery is on the rise, and the service behaviors have been incorporated into the employee performance appraisal system.

MECU Key Results:

• Discovered ways to execute service behaviors that linked to our quality service standards.
• Improved internal communications.
• Incorporated service behaviors into employee performance appraisal system.

Consumers Cooperative CU, IL
Ilona Castillo, Training Director

Our goal was ambitious: We wanted to improve each and every member interaction. Using the Service Strategies, we worked to update sales and service skills on our team. While we haven’t rolled out the program to members yet, the change in the way our staff works together is already obvious.

The new skills have helped out staff work with each other and have a more thorough understanding of our service expectations. We believe it’s because our staff enjoyed the learning design of the training, and they can immediately apply what they’ve learned to their individual positions. We’re sure the training will provide the foundational support to meet and exceed our new service standards.

Consumers Cooperative Credit Union Key Results:

• Training allowed staff to understand service expectations.
• Staff immediately applied new behaviors.
• Created a foundation for new service standards.

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.