By the close of a member call, you have likely taken the appropriate steps to solve the member's problem or address his or her request. You're not done yet, though! Learn how to handle the rest of the conversation in a way that can help prevent misunderstandings, reduce callbacks and increase member satisfaction.

The purpose of this course is to teach tellers the standards for quality member service. Standards for face to face interaction and phone standards are covered.

An important part of every credit union's success is its commitment to member service, as excellent member service can truly differentiate a credit union from its competitors. This course explains why it is important to practice good member (customer) service skills and introduces five tenets of delivering excellent member service. 

Providing a prompt service solution is only one part of the member-service equation. Research has shown that members want a quick solution, but they also want to be treated in a caring manner while their issues are being addressed. Strengthen your relationships with members by learning how to communicate genuine concern during every interaction.

Language is powerful - particularly when helping members meet requests and resolve issues. Sharpen your verbal skills and leave members with a more favorable impression of you and the organization you represent.

You only have one chance to make a good first impression. Increase member satisfaction by learning how to establish instant rapport on the phone. Discover how to pave the way for member conversations by delivering a professional opening in an upbeat, happy-to-help tone.

Ask questions. Listen. Confirm your understanding. Get savvy about these essential skills, and discover how they can help you better meet members' needs and ensure their satisfaction.

Answering member inquiries quickly and correctly shows members that you and your company are ready, willing and able to satisfy their concerns. Find out how to handle members' requests you can't fulfill in a way that demonstrates value.

Keeping your cool in challenging conversations with members is an art. Attain the skills you need to tame tough conversations when dealing with angry callers, mounting time pressures and highly repetitive tasks.