Expert Instructional Developer:

Cornelia Matthews

Summary:

Credit unions are intensely aware that banks are considered faceless, unfriendly businesses and that credit unions are not banks! In fact, credit unions pride themselves on their reputation for being member-focused. Maintaining and cultivating that perception among members not only improves the member relationship, but also enhances the credit union's ability to retain and expand business.

In this course, the student will learn the skills and attitudes needed to succeed in providing quality member service. Success includes both obvious courtesies and not-so-obvious communication techniques. These techniques require effort and patience to learn. They are the factors that make the difference between merely adequate service and truly outstanding, professional service.

This course concludes with interactive, real-life scenarios where the student can practice and assess the knowledge and skills taught throughout the course.

Key Objectives:

• Establishing member contact
• Exploring member needs
• Defining and resolving problems
• Ending encounters on a positive note

Who Should Use These Courses?

• New employees
• Tellers
• Account managers and representatives
• Member service representatives (MSRs)
• Lending officer staff
• Trust officer staff
• Data processing staff
• Call center staff
• Managers

Time Needed:

1 hour

Software Platform:

NETg SkillBuilder

Plug-ins:

None

Accreditation:

NASBA credits: 3 CPE credits
CEU credits: 0.30 CEUs