8:30 am - 12:30 pm 

Message & Method
  • The science of great member service
  • Happy employees provide exceptional service
  • Employee empowerment leads to great outcomes
  • “It takes an organization” great member service is everyone’s responsibility
Service Standards
  • Using affirming language
  • Becoming a no hand-off organization
  • Avoiding Member Service Death Words!
  • Negative service recovery skills
  • Great service over the phone
Providing Proactive Service
  • Defining what proactive service is
  • The 2 product categories and the full product line
  • Building a primary financial relationship through proactive service
  • Scripting for value-adding product/service conversations