Member Service with WOW

Rory Rowland is coming back to Louisiana to add a little bit of WOW to your level of member service!  

Two years ago, he taught us how to mine credit reports for cross selling opportunities. Last year, he inspired branch managers in their coaching techniques. Now he’s here to hone your whole team’s member interaction skills.      

What if you feel that you already exude excellent member service and don’t need additional instruction? What can Rory teach you? 

Well, here’s a preview: 

• Learn how to make an immediate good first impression 
• Practice how to make your voice sound as friendly as a smile 
• Explore different words and actions that signal a "ready to help" attitude that makes members feel good 
• Uncover 3 simple ways to build trust with your member
• Why “How you say it” is so very important – ignore this at your own risk
• Discover how to deal with unhappy, irrational, angry and upset members
• Unlock hidden opportunities for turning complaining members into lifetime members 
• Master the keys to increase your value to your credit union through good member service
• Challenge yourself to wind up every member transaction on a positive note 
• Compare how good are your member service skills? Take this confidential self-audit and see how you stack up against the pros
• Discover 3 secret phrases to make members trust and believe in you
• Master the 7 secrets of friendly service
• Develop a member focused culture at your credit union

"Rory is super dynamic and kept everyone engaged and the session moved with ease. One of the most resourceful events I've attended!"

"This guy!  Dynamic, engaging and matter-of-fact in responding to inquiries in a professional and understanding way. His injection of humor throughout the day kept everyone on their toes."

"Energetic, engaging and insightful. I appreciated that Rory kept it real and was genuine. He also offered practical antidotes that can be incorporated immediately."

Schedule

Registration will open 8:30 am with class starting at 9:00 am, and concluding no later than 4:00 pm. 

Location

Educational Investment

*For the purposes of those submitting a grant request, all food and beverage is valued at $35

Registration is now closed for this event. If you have any questions, please email our Education Department.