Proactive Relationship Member Service

on "March 12, 2021 2:19 pm"

Member service is personal. Excelling at moving from ordinary to extraordinary is key in being proactive in how we coach our member facing employees.

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Proactive Relationship Member Service  
Thursday, April 1, 2021 • 6:00 am – 7:30 am HSTOnDemand playback is included

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When it comes to servicing your members you need to think through the lens of the member to move that experience from ordinary to extraordinary! What is the gap between where you are today and where you want to be in providing proactive relationship membership service? This program will focus on how to instill a culture of extraordinary through all stages of the member relationship and how this will have an impact on your bottom line in producing meaningful results.

Covered Topics

  • How to coach your teams to deliver extraordinary member service
  • Difference between proactive relationship service vs. baseline service
  • Techniques to uncover member needs:
    • Known and Unknown
    • Current and Future
    • Greeting and Closing
  • Preparation is key to success
    • Planning best practices
  • How to speak to benefits vs. features
  • Overcoming objections techniques
  • Know your members
  • Follow-up and follow through

Who Should Attend?

Those that manage tellers, front-line employees, member service representatives. branch managers, sales officers, trainers and member development staff.

About The Presenter

Melissa Marvin is Chief Service Officer at Bank of Bennington. She has served the financial services industry for over 35 years, primarily in leading and managing sales tied to bottom line results. While she is experienced in financial services consulting for all lines of business, retail banking is a true passion. Past experiences include accountability for the sales and operations of a branch network at a multi-billion dollar holding company, to leading the community bank and credit union division for a global financial services consulting firm. Melissa is a senior training consultant for InterAction training.

Melissa's approach to ensuring the right behaviors are in place to drive results, is about simplicity - 20% theory, 80% application; what you learn today, you apply today.