Member Service Excellence and the Culture of Service

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Date(s) - 20/02/2019 - 21/02/2019
8:00 am - 4:00 pm



Credit Unions must recognize that member service staff, front office and support staff are expected to be extremely effective in properly interacting with valued members. Quality must at all times be the hallmark of the output of the organization. Our goal is to help participants develop, maintain and enhance the quality of their customer service by meeting and even surpassing the needs of the customers they interact with. It takes a solidly trained and prepared employee to enable member satisfaction. Successful member service is no longer a matter of mere technical proficiency but it is the focal point of the organisation for creating lasting client satisfaction.

 At the end of this programme, you will be able to:

  • Identify internal and external customers and relational requirements
  • Identify, clarify, and provide solutions to member needs and measure and assure member fulfilment
  • Manage and grow multiple member relationships to meet, or exceed business and customer needs requirements
  • Understand the role played as the representative of an enterprise in all customer interactions
  • Develop self-awareness and self-management which are key skills of emotional intelligence
  • Reinforce effective methods for more successful communication skills with all customers
  • Develop better listening skills and emotional intelligence capabilities that foster trust and establish rapport with internal and external customers
  • Recognize the ‘moments of truth’ and the benefits to customers and the organization, as well as understanding the ‘cycle of service’ and the importance to the client advocacy position