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THE MODULES IN DETAIL
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
Contact Carol for licensing agreements and pricing.
| The Modules in Detail | Trainer Certification | Questions to ask |
Seattle Office - PO Box 547 - Edmonds, WA - USA - 98020
425.478.6711
For more information, contact Carol Schillios
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