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We understand our clients have unique business requirements, so we created flexible training packages to best meet the needs of your financial institution.

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  1. REAL Customer Service 7 – That’s a Wrap – Closing the Conversation

    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.

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced

  2. Teller Member Service Standards

    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.

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced

  3. Member Service

    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. 

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced

  4. REAL Customer Service 1 – Showing Customers You Care

    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.

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced

  5. REAL Customer Service 2 – Using Language to Serve the Customer

    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.

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced

  6. REAL Customer Service 3 – Opening the Conversation

    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.

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced

  7. REAL Customer Service 4 – Diagnosing Customer Needs

    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.

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced

  8. REAL Customer Service 5 – Responding to Customer Requests

    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.

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced

  9. REAL Customer Service 6 – Taming Challenging Conversations

    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.

    60 Minutes

    Series: Member Services

    Course Type: Online Self-Paced