WALKING THE MEMBER SERVICE TALK Remember the book In Search of Excellence? Many of the companies mentioned are no longer in business because their competition out-serviced them! Exceptional service is easy to describe in words; how you put it into action is what counts. It's not complex but implementing non-negotiable service behaviors takes courage.
This session explores how to define measurable exceptional service behaviors and practical approaches for walking your service talk. We're talking Exceptional Service that causes members to use more services and refer other potential members to your credit union.
Here's what the session covers:
Presenting Yourself ProfessionallyPrinciples of effective communicationPresenting yourself with confidence
Behaving genuinely friendlyProjecting a positive attitudeReflective listening skills are a powerful tool
Achieving understanding using the clarity model
Building positive member relationsBuilding trust and rapport with membersImpact of the stranger syndrome on effective service
Resolving member conflict
Problem-solving that builds member relations
Getting referrals from existing members
Service-centered relationship selling
Presenting products and services to members without being pushy
Recognizing and responding to member needs
Knowing your competitive advantages
Cross-selling additional products members need
Helping members make the right choices
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