| MODULE 1: CREDIT UNION ORIENTATION |
|
This module makes recommendations for what to include in a new employee orientation. It is an outline only except for Chapter 7 which provides an introduction to credit unions; their history and philosophy. |
| MODULE 2: PROFESSIONALISM |
|
Chapter 1: |
IMAGE
Personal appearance
Office appearance
Attitude toward yourself, members and co-workers
|
|
Chapter 2: |
CONDUCT & ETHICS
Conflicts of interest
Confidentiality
Good Faith
Reliability
Self Awareness
|
|
Chapter 3: |
PROFESSIONAL RESOURCES
CU movement publications
CU movement activities
CU movement terminology
Additional Training Programs
|
| MODULE 3: INTERPERSONAL SKILLS |
|
Chapter 1: |
BODY LANGUAGE COMMUNICATION
Importance of body language
Presenting yourself with confidence
Communicating a positive attitude through body language
Prioritizing the member
Establishing rapport
Focusing
Facial expression
Controlling voice tone
|
|
Chapter 2: |
LISTENING
Creating a positive impression
Focusing while listening
Understanding messages
Probing skills to get more information
Paraphrasing to increase understanding
Understanding feelings
Emotions and logic in the listening process
Showing empathy
|
| MODULE 4: MEMBER RELATIONS |
|
Chapter 1: |
EXCEPTIONAL SERVICE
Prioritize the member
Voice tone and polite language
Being "hassle-free"
Helping members save face
Go the extra mile
Refer members graciously
|
|
Chapter 2: |
HANDLING MEMBER COMPLAINTS & PROBLEMS
Reassure
Take Action
Follow-up
|
|
Chapter 3: |
PHONE SKILLS
Acknowledge members
Answer the phone
Transfer calls
Take messages
Be courteous and helpful
End the call
|
| MODULE 5: SELLING SKILLS |
|
Chapter 1: |
CONSULTIVE SELLING
Consultive selling process = exceptional service
Understanding product features and benefits
Explaining products clearly
Educating members about policies and procedures
|
|
Chapter 2: |
PRESENTING PRODUCTS TO MEMBERS
Probing for additional information
Summarizing to increase understanding
Clarifying and presenting options
Helping members make choices
|
|
Chapter 2: |
CROSS-SELLING
Recognizing opportunities for cross-selling
Linking products to member needs
Presenting products using benefit language
Helping members take action
|
| MODULE 6: CU PRODUCTS & SERVICES |
|
Chapter 1: |
FRONT LINE SERVICES
7 products & services described in detail
|
|
Chapter 2: |
SAVINGS AND DEPOSIT SERVICES
14 products & services described in detail
|
|
Chapter 3: |
INSURANCE SERVICES
9 products & services described in detail
|
|
Chapter 4: |
LOAN SERVICES
17 products & services described in detail
|
|
|
TIME SAVING SERVICES
15 products & services described in detail
|
