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Member Service vs. Member Experience

Aimed at all frontline staff, teller supervisors, tellers, call center, member service reps and branch managers, this program will allow participants to excel at creating a service experience that wows the member.

OnDemand
Recorded Thursday,
June 17th, 2021
Presented by Janice Branch
1h 30m total length
2 CEU Credits
$279.00 or 1 Token

Includes: 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Customer Service
  • Management/Employee Development
  • Branch Manager
  • Customer Service Representative
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • New Accounts Representative
  • Private Banker
  • Teller
  • Trainer

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What do you remember about the service you receive in those places where you do business? If you’re like most people, the answer is simple: very little. Members expect to have their needs met. Who would choose to do business somewhere where satisfaction was not the norm? If you want members remembering and talking about what it’s like to do business with your institution, then satisfactory is not enough. We must create a meaningful, memorable experience.

This fast-paced, dynamic webinar is designed for credit unions serious about taking member service up a notch. We will equip you to raise the bar when it comes to getting employees on board and revved up while delivering value and creating amazing experiences for your members. Come learn how to wow your members with genuine interest and care while providing a meaningful, memorable experience each time.

Aimed at all frontline staff, teller supervisors, tellers, call center, member service reps and branch managers, this program will allow participants to excel at creating a service experience that wows the member.

What You'll Learn

  • The Ingredients for a Wow Experience
  • Being clear about the messages you are sending
  • Being genuine and authentic
  • Saying the Right Things the Right Way
  • The Four Benchmarks of a Great Service Experience

Learn caption

Frontline staff, teller supervisors, tellers, call center, member service reps and branch managers will benefit from this information packed webinar.

Janice Branch

Instructor Bio

Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.

Continuing Education Credit Information

Recommended for 2 CEU Credit Hours. After attending this webinar, each attendee can receive a Certificate of Attendance for self-reporting of CEU Credits.

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