April 21st, 2010 11:00 AM – 12:00 PM

QuickBite telephone training sessions allow busy credit union professionals
and volunteers to access training without leaving their offices. Training is
interactive - participants can ask questions and clarify discussion topics
during the sessions. Multiple listeners are welcome and do not need to be
registered.  Most sessions last one hour and begin at 11 a.m.

Call-in instructions and handouts are emailed to registrants a few days
before the session. After the live event, the credit union has free access
to an audio-recorded version for 30 days.

Fee:  $119 per telephone connection for affiliated credit unions 

Questions:  Diane Pinter, 443-325-0779, dpinter@mddccua.org 

Telephone Etiquette
April 21, 11 a.m. to 12 noon


Today's young credit union members are doing up to 75 percent of their credit union transactions by telephone. Even their parents are taking their in-branch business to the phone lines. In fact, analysts predict that within five years, most routine credit union transactions will be conducted on the phone or online. No wonder a positive telephone presence is rated by managers as one of the most important skills they look for in a member-contact position!  
In this 60-minute phone seminar you’ll learn how to create a positive telephone presence that will help you establish immediate rapport with members. Moreover, you’ll learn how to deliver top-notch service over the phone.
Speaker: Kellie Kettelboeter is one of the country's most sought-after sales and service trainers. During her tenure in the credit union movement, she has trained thousands of employees and has consulted with more than 50 credit union clients, helping them develop and manage a sales and service culture. She brings real world, hands-on experience to her clients having also served as a Branch Manager and as the National Training Director of a large credit union prior to her consulting work. This hands-on familiarity with coaching both frontline and support employees makes her keenly aware of the unique nature of credit unions, and the challenges that they face. 

Known for her enthusiastic, straightforward and honest approach, Kelly is an advocate for positive change and the credit union philosophy. She helps people and organizations recognize and leverage their potential, strengths and skills to achieve results.

Kelly received her graduate degree in Human Resources and Communication at Elmhurst College. Kelly is a certified trainer in CUNA Mutual's Business Development Sales Training©, Sales Leadership Strategies© and Service Edge Training© (a program focused on Credit Life and Disability sales). In addition, Kelly is certified in Advanced Need Analysis and Web-Based Training from Langevin©.
Columbus Gardens
4301 Klosterman Ave
Nottingham, MD21236

Event Info


April 21st, 2010 11:00 AM – 12:00 PM


Columbus Gardens
4301 Klosterman Ave
Nottingham, MD21236


Phone: 443-325-0768

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