Love, L.E.A.R.N., and Wet Cats: The Power of Unconditional Service

 Human Resources  Member Service

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$200 for Affiliates Non-PLP
Non-Affiliated Contact Leslie Poole

Program Description

No matter where you work, your company is devoted to creating loyal members and employees. To fulfill that commitment each employee has had to put someone else’s needs ahead of his or her own. It’s that type of unconditional service without the expectation of reward, recognition, or repeat business that fills your employees with lasting purpose.

The first half of this session will show how rare and heroic that level of service is, and how a few small changes in attitude can make it a lifelong habit.  In the second half, we’ll deal with the enemy of Unconditional Service: the “irate member”, also known as a Wet Cat. These Wet Cats can easily turn each of us into difficult coworkers, make us want to tear Unconditional Service to shreds, and tempt us to leave the world of service behind. A simple five-step method called L.E.A.R.N. can change all that, though, by helping employees identify the types of Wet Cats that strike the most fear in them, and practice the skills in a safe and fun environment.

Program Length:

Who Should Attend

  • Member Service
  • Branch Manager
  • Call Center
  • Lending
  • Operations

Meet The Presenter:

Andy Janning is a nationally recognized expert in talent development with over 25 years of leadership experience in the financial services industry.


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