BEST01: THE VALUE OF GOOD SERVICE
This program explains how good member service relates directly to the credit union’s success. It clearly details the members’ ongoing business that is the primary source of income, and consequently profits, that enable the credit union organization to exist, to grow and to prosper.
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BEST02: UNDERSTANDING SERVICE EXPECTATIONS
This program emphasizes the need to understand members’ service expectations with sections on what motivates them, and why they act and re-act the way they do. It explains how members expect to be treated fairly, receive value for what they've subscribed to, and, if dissatisfied for whatever reason, expect a speedy resolution to problems associated with their selection of financial products or services.
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BEST03: COMMUNICATING WITH MEMBERS
The practice of communication goes far beyond simply having an ability with words. This program deals with communication skills -- both personal and technical -- that the employee must know, or be able to master, in order to offer and maintain great customer service.
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BEST04: KEYSTONES: KNOWLEDGE & COURTESY
This program explains how, in a very short period of time, the member takes stock of the service provider, assessing a whole gamut of personal attributes including how the service provider is dressed, and how they present themselves, their graciousness toward others, and particularly their knowledge of the products or services they represent.
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BEST05: YOU CAN MAKE IT BETTER
When complaints are dealt with quickly and with genuine sincerity, the process can generate goodwill that, in turn, leads to increased member satisfaction and increased loyalty. This program teaches the employee to perceive complaints as an opportunity both to resolve the complaint and to win the member’s loyalty.
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BEST06: PERSONAL SERVICE STRATEGIES
This program guides the employee toward improved member service by establishing a personal service strategy. It assists in the creation of a detailed plan and set of goals that will help the employee become an exceptional member service provider.
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The goal of this program is to teach employees how to add value to member relationships. We need to understand our members as individuals, and to consistently think of how we can help them succeed financially. The first step in the selling process is for employees to gain knowledge about themselves, their role within the credit union, their co-workers and their roles, and the financial products and services the credit union offers members.
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This program explains the importance of fundamental issues such as knowing who the members are, what the credit union can do for them and staying in touch through good communication. The program delves into many forms of communication that play an important part in the credit union's ability to keep members informed about how the credit union can BEST help them.
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Professional sales representatives learn to overcome any fear or anxiety they might feel about the sales process by being in control of the situation... rather than allowing the situation to control them. In this program the employee learns to overcome any concerns about selling through determination, education and practice.
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In this program the employee learns about the member experience - what makes members stay with the credit union, and what makes them leave. The program explains how to interact with members in a way that will help build loyalty to our credit union.
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In this program the employee learns that the outcome of a properly executed sales process is a good match between a member's financial needs and credit union products. It also includes discussions about the different elements of the selling process, all the way from greeting the member to closing the sale.
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The goal of this program is to teach the employee how to deal with questions and objections, and ask for the business in a way that is both natural for the member and comfortable for the employee.
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