Member Conflict: Opportunity Knocks!
 

 Member Service  Leadership/Management

Registration and Pricing Information

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Registration Investment:
FREE for Power Learner Passport
$200 for Affiliates Non-PLP
Non-Affiliated Contact Leslie Poole

Program Description

Member Conflict can signal the end of your relationship with a member or the beginning of an even stronger relationship! In this highly interactive program, member service expert Teresa Allen shares strategies on how to:


  • Keep calm in difficult member encounters
  • Differentiate between institutional and transactional complaints
  • Respond to varied levels of member anger
  • Handle complaints originating from credit union error, member error, policies and regulations
  • Avoid conflict by catering to varied member personalities


Program Length: 90 Minutes

Who Should Attend

All credit union staff with member contact, especially in these positions:

  • Member Service
  • Teller
  • Call Center
  • New Accounts
  • Operations

Meet The Presenter:

An internationally recognized customer service expert, Teresa Allen has presented credit union member service and sales programs across the U.S. for over 20 years. Teresa is author of Common Sense Service: Close Encounters on the Front Lines and is co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty. Credit union professionals rave about her ability to motivate staff to new levels of service and sales in her fun programs based on a deep understanding of credit union member interactions.

 

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