Deliver the WOW to Your Member

Have you ever considered how important a job you have? Most of us fail to think of ourselves in terms of value and importance to the Credit Union. Consider this: who affects member satisfaction more than those employees on the frontline? Whether we see our members face-to-face or only hear their voices over the phone, we represent the Credit Union to that member. 

How well we perform our duties is certainly important to the Credit Union and to the member; however, how we do it is just as important. What we say and how we say it, how well we respond to our members’ needs and wants, how well we team with our fellow workers, how well we interact with our internal customers, and how professionally we conduct these interactions leave our members with an impression of how good we are as a financial institution. 

Dealing with different personality styles, conflict, problems, and difficult people or situations takes skill and practice. However, once mastered these skills will serve you well in dealing with whatever comes your way. 

Covered Topics

  • Identify whom you serve
  • Identify the expectations that determine satisfaction
  • How we Message Others
  • Define quality service; why it needs to be a Win-Win-Win
  • The Importance of Syncing Verbal and Non-Verbal Communication
  • How to Take Service Up a Notch?
  • What to Say and How to Say It

Who Should Attend?

Anyone responsible for providing service to members would benefit from this webinar.