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Call Center Member Service Skills

July 13th, 2010 9:00 AM – 4:00 PM

Learn how to deliver the best member service that builds lasting member relationships from a nationally recognized expert on member service and relationship networking.

This all-day session will cover:

  • 7 Tips to Stand Out from the Crowd
  • Recognizing the Impact of Service
  • You Don't Have to Marry Them
  • 6 Ways to Defuse Angry Members
  • Managing the Stress of Service
  • Is It Sales or Service?
  • Top 10 Tips for Listening
  • You Are THE Difference

Effective Telephone Skills
Get an overview of proper telephone etiquette and learn how these skills impact the overall effectiveness of member service.

Member-Focused Listening
Focused listening is arguably the bedrock of a quality member interaction, yet it’s one of the most neglected skills trained in our centers. Learn the skills necessary to become an effective listener.

Increase Your Sales Through More Effective Cross-Selling
Discover how you can apply solid cross-selling techniques that will delight both your members and your credit union. Learn how to gain member loyalty while providing financial solutions to your membership.

Speaker:  Becky McCrary

Called the Carol Burnett of Credit Unions, Becky McCrary is a nationally recognized expert on service excellence and relationship networking. She spent twenty years in banking before beginning her professional speaking career over a decade ago.

While managing a credit union call center, she took service complaints from an average of 60 per month to an average of one per quarter. She’s been named CUNA’s Business Development Professional of the Year.

Now she inspires individuals to deliver fabulous service, build lasting relationships, and have more fun. One of her core messages is “People will talk about you. The good news is you get to write the script.” Participants rave about her stories of life’s slip-ups and successes because they transcend business and personal relationships.

A professional member of the National Speakers Association (NSA), Becky is one of only 208 women in the world to have earned the Certified Speaking Professional designation from NSA and the Global Speakers Federation. She’s worked with corporations and associations from Maine to Florida to California to the Caribbean. And they bring her back! 

Attendee comments from an earlier Call Center Member Service Skills training session with Becky McCrary 

"The speaker was very helpful, interesting and has a good sense of humor. Time went
by fast and I definitely learned a lot of helpful hints."

"This was one of the best sessions on customer service ever."

Who Should Attend?

Call center staff and managers and all credit union professionals with responsibility for member service. 
 
Agenda
8:30 a.m. - Registration, networking
9:00 a.m. to 4 p.m. - Training
Lunch is provided 

 

Crowne Plaza Hotel
2004 Greenspring Drive
Timonium, MD 21093

Event Info

When

July 13th, 2010 9:00 AM – 4:00 PM

Where

Crowne Plaza Hotel
2004 Greenspring Drive
Timonium, MD 21093

Contact

Phone: 443-325-0768
Email:

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