Our Service Strategies Program provides your team with the soft skills and techniques to exceed member expectations for service excellence, build and develop conversational skills, prioritize critical contact points, and resolve problems and complaints effectively. Your team will learn to –
- Identify superior service characteristics that are important to members and co-workers
- Meet and exceed expectations for service excellence
- Develop communication and conversational skills to build and foster relationships
- Effectively handle critical contact points with members engagement
- Resolve complaints and problems effectively
- Take ownership of the member experience and overall outcomes
Managers will gain tools and competencies to build a professional environment with clear service performance standards and goals so that your credit union can deliver on the promise of your Mission. Managers will learn how to:
- Become role models of service excellence
- Build and clarify service performance standards and behaviors
- Set service performance goals for employees and departments
- Learn to effectively provide performance feedback
- Address performance behaviors to improve service delivery