MADISON, Wis. (8/16/12)--All of the Credit Union National Association's (CUNA) 164 Madison, Wis., employees have completed the CUNA Creating Member Loyalty (CML) service strategies program.
The CUNA-wide initiative aimed to commit the entire organization to exceptional service for internal and external customers.
Building on credit unions' distinctive strength of focus on service, CUNA Creating Member Loyalty is designed to guide credit unions toward enhancing their sales and service culture. Through a straightforward process, the program initiates a change in both individual and organizational behavior and cultivates a sales culture that exceeds members' expectations.
"It's easier to practice when you break components into smaller parts, and practicing the member-service skills in a training setting provides an opportunity to focus on how these skills can be incorporated into daily routines," said Terry Costin, CUNA senior vice president of sales and marketing.
As part of their service initiative, CUNA employees are encouraged to recognize co-workers using CML principles well and submit those anecdotes. Those recognized are praised company-wide and rewarded. This is part of an ongoing effort to reinforce the importance of CML service skills.
For more information about CUNA CML, use the link.