Schillios.com - Walking the Member Service Talk

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 Professionally

Principles of effective communication

Presenting yourself with confidence

Behaving genuinely friendly

Projecting a positive attitude

Reflective listening skills are a powerful tool

Achieving understanding using the clarity model

Building positive member relations

Building trust and rapport with members

Impact 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

Seattle Office - PO Box 547 - Edmonds, WA - USA - 98020
425.478.6711
For more information, contact Carol Schillios