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Raising the Bar on Member Service
December 7, 2017 @ 1:30 pm - 3:30 pm
Proven Engagement Strategies
Raising the bar calls for elevating the member service experience to exceptional. What is the pay-off? It means greater external and internal loyalty. Becoming worthy of high marks on member satisfaction results in members referring new members. Attracting new members means new opportunities to serve well and generate new loans and cross-sell.
Most people only remember when the service they received was very bad or very good. Satisfactory service is not noteworthy; it didn’t make an impression on your member and it’s not remembered. When a poor impression is left with your member, they tend to feel like nothing more than a number. When a good impression is made with your member, they feel served and valued. The member becomes emotionally connected to your credit union. This dynamic, fast-moving webinar is your key to setting the bar high for member satisfaction.
What You Will Learn
- It Takes the Right Mind Set
- What Does the Service Experience Look and Sound Like Now?
- Clarify and Coach How You Want the Customer Best Served
- Establishing Standards, Expectations and Service Champions
- The Dos and Don’ts
- The High Cost of Mediocre
- Where and How You Can Streamline Processes
- Use System Analytics to Elevate the Experience
- Empowering Employees to Serve Well
- Leading Change
Who Should Attend?
Branch Managers, frontline staff, teller supervisors, tellers, and member service representatives will benefit from this information-packed webinar.
Reserve Your Seat Now!
|Honey Shelton brings the best of both worlds to her speaking and training engagements. She has 30 plus years of experience as a training and quality improvement consultant for banks and credit unions across the country. Her substantial banking background includes spending three years as Executive Vice President/Chief Retail Banking Officer with a $1 billion south Texas bank. Nationally recognized as an outstanding speaker, over a half million bankers have participated in programs Honey has presented. Her depth of knowledge, enthusiasm, and compelling personality have left a lasting mark on InterAction Training, the firm she founded in 1983.|
|Karen C. Wiehoff has over 30 years of executive management experience. Her career has afforded her in-depth expertise in such areas as leadership, consulting, relationship management, human resources, marketing, and regulatory and compliance initiatives. Before she joined InterAction Training, Karen was the Senior Engagement Manager for a national consulting firm where she partnered and consulted with organizations through strategic planning, change management, and process improvement initiatives.|