What is Member Service?:

• Describe what it means to me "member-centric"
• Explain the components of motivation that lead to a positive attitude
• Describe how the way you look and act conveys your professionalism
• Describe the basic elements in successful communication
• Identify how your current job fits in your future career path

Not for Profit, Not for Charity, But for Service:

• Explain the importance of long-term relationships with each member
• State the importance of understanding the consultative selling approach
• Explain how different departments in the credit union help you to provide quality member service
• Describe why you need to expand your knowledge of your credit unions products and services
• Demonstrate your knowledge of teamwork skills

Building Member Service Skills:

• Discuss how members diverse backgrounds impact their financial service needs
• Predict likely needs based on age and life stage
• List, in order, the seven steps for providing service
• Describe the three key ways to ensure accuracy in your transactions
• Explain why discretion and confidentiality are key aspects to member service

Technology as a Member Service Tool:

• Discuss the technology in your credit union that supports member service
• List the computer applications that you use daily, and the people to go to if you have questions about those applications
• Identify the steps of proper telephone etiquette
• Describe how technology, teamwork, and member service are related
• List different types of self-service options members use to conduct transactions

Member Service Challenges:

• Recognize stress and describe the main causes of stress
• Discuss appropriate coping skills for responding to stress
• Explain why it is important to resolve conflicts
• Adapt the seven steps for professional member service to resolve conflicts and handle complaints
• Describe important workplace skills to help you cope with stress and conflict