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Creating Excellent Member Service - Columbia

May 14th, 2013 9:00 AM – 4:00 PM

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Member service isn’t about your product of the month, or your awesome brochure, or your winning website. 

Member service is about preparation.   It’s about listening.   It’s about being aware of opportunities.   It’s about job knowledge and it’s about job passion.    

Member service is also about communication, even in this electronic age.    Members still want to communicate with you.   They still want to come in or call in.    Members want to know that you listened, you cared and, most importantly, that you’re interested in their individual financial well-being.   

Members look to you for solutions and they want to see you as knowledgeable and concerned.     To confirm and reinforce your interest in each and every member, your use of appropriate body language and effective listening techniques is critical.      

This session will teach you how to revisit, refresh or revise your conscious or unconscious use of non-verbal communication and word choices.  You’ll learn how to absolutely delight your members and keep them coming back!

You'll also learn about:

  • Secrets to courtesy, cooperation and consistency
  • Getting your message across
  • The resilient tone of voice
  • Irritating practices that make others cringe
  • Phrases that always produce a negative response
  • Stumbling blocks to effective communication

Becky McCrary knows the world of service.  From Call Center Manager to Business Development Manager, from teller to mortgage loan officer, from branch manager to volunteer, Becky McCrary has lived credit unions.   As a Call Center Manager, she reduced service complaints from an average of 60 per month to an average of one per quarter. 

An internationally recognized expert on building business relationships through leadership, service and inspiration, she's a CUNA Business Development Professional of the Year and a Certified Speaking Professional, one of only 232 women in the world to hold this designation.   



8:30 a.m. - Signing in, networking, light breakfast
9:00 a.m. to 4:00 p.m. - Training
Lunch will be provided.  

Tuition Reimbursement – New Asset Ceiling Eligibility!
Maryland and D.C.-based credit unions with up to $150 million in assets may be eligible for up to 75% educational reimbursement from the Credit Union Foundation of MD & DC. For details and an application, visit or contact Training Director Diane Pinter, or 443-325-0779.


Lakewood Country Club
13901 Glen Mill Road
Rockville, MD 20850

Event Info


May 14th, 2013 9:00 AM – 4:00 PM


Lakewood Country Club
13901 Glen Mill Road
Rockville, MD 20850


Phone: 443-325-0766

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