MODULE 1: CREDIT UNION ORIENTATION |
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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 |
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Chapter 1: |
IMAGE Personal appearance Office appearance Attitude toward yourself, members and co-workers
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Chapter 2: |
CONDUCT & ETHICS Conflicts of interest Confidentiality Good Faith Reliability Self Awareness
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Chapter 3: |
PROFESSIONAL RESOURCES CU movement publications CU movement activities CU movement terminology Additional Training Programs
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MODULE 3: INTERPERSONAL SKILLS |
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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
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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
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MODULE 4: MEMBER RELATIONS |
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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
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Chapter 2: |
HANDLING MEMBER COMPLAINTS & PROBLEMS Reassure Take Action Follow-up
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Chapter 3: |
PHONE SKILLS Acknowledge members Answer the phone Transfer calls Take messages Be courteous and helpful End the call
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MODULE 5: SELLING SKILLS |
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Chapter 1: |
CONSULTIVE SELLING Consultive selling process = exceptional service Understanding product features and benefits Explaining products clearly Educating members about policies and procedures
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Chapter 2: |
PRESENTING PRODUCTS TO MEMBERS Probing for additional information Summarizing to increase understanding Clarifying and presenting options Helping members make choices
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Chapter 2: |
CROSS-SELLING Recognizing opportunities for cross-selling Linking products to member needs Presenting products using benefit language Helping members take action
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MODULE 6: CU PRODUCTS & SERVICES |
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Chapter 1: |
FRONT LINE SERVICES 7 products & services described in detail
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Chapter 2: |
SAVINGS AND DEPOSIT SERVICES 14 products & services described in detail
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Chapter 3: |
INSURANCE SERVICES 9 products & services described in detail
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Chapter 4: |
LOAN SERVICES 17 products & services described in detail
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TIME SAVING SERVICES 15 products & services described in detail
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