Member Service vs. Member Experience

on "May 27, 2021 11:20 am"

This fast-paced, dynamic webinar is designed for credit unions serious about taking member service up a notch.

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Member Service vs. Member Experience
June 17, 2021 • 8:30 am – 10:00 am HST • OnDemand playback is included

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What do you remember about the service you receive in those places where you do business? If you're like most people, the answer is simple: very little. Members expect to have their needs met. Who would choose to do business somewhere where satisfaction was not the norm? If you want members remembering and talking about what it's like to do business with your institution, then satisfactory is not enough. We must create a meaningful, memorable experience.

This fast-paced, dynamic webinar is designed for credit unions serious about taking member service up a notch. We will equip you to raise the bar when it comes to getting employees on board and revved up while delivering value and creating amazing experiences for your members. Come learn how to wow your members with genuine interest and care while providing a meaningful, memorable experience each time.

Aimed at all frontline staff, teller supervisors, tellers, call center, member service reps and branch managers, this program will allow participants to excel at creating a service experience that wows the member.

Covered Topics

  • The Ingredients for a Wow Experience
  • Being clear about the messages you are sending
  • Being genuine and authentic
  • Saying the Right Things the Right Way
  • The Four Benchmarks of a Great Service Experience

Who Should Attend?

Frontline staff, teller supervisors, tellers, call center, member service reps and branch managers will benefit from this information packed webinar.

About The Presenter

Janice Branch has been a senior training consultant for InterAction Training for over twenty-five years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.