Creating Member Loyalty

Creating Member Loyalty^TM

Service Strategies – Staff

Service Strategies reinforces the value of an integrated sales and service model to build a positive experience for members. Your credit union will define superior service, identify barriers to delivering it, and learn proven behaviors to minimize barriers and reduce stress. This allows more focus and energy on meeting and exceeding member expectations for service while still balancing operational tasks. A variety of delivery channels and staff positions are presented and engage learners in their own daily reality for immediate transfer of learning to the job.

This Program is Designed for:

Managers/Supervisors
All credit union staff

Learning Objectives

Create positive member experiences at every member contact point
Enhance member relationships and foster internal teamwork
Encourage creativity and initiative in service delivery
Differentiate the credit union from competitors Service Strategies

Program Content

Defining Member Service:
Breaking the Barriers to Member Service

Credit Union Mission
Critical Contact Points
Member Service Chain
Superior Service Characteristics
Satisfaction to Loyalty

Member Service Skills

Focus on the Member
Enhance Self-Esteem
Listen to Show Understanding

Member Loyalty Skills

Maintain Personal Responsibility
Manage Complaints
Resolve Problems

Strategies and Processes: Skill Practice Situations

Handling a Request for Service or Assistance
Making a Request for Service or Assistance
Satisfying an Angry Member

Training Time

12-15 hours
More than 150 examples and exercises

100% Guarantee
CUNA Center for Professional Development is committed to providing a quality learning experience with cutting-edge topics and expert instructors. If for some reason you are not fully satisfied, contact us and we'll provide you a full tuition refund or credit.

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Credit Union National Association

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