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Going the Extra Mile for ASTONISHING Member Service! Making a memorable experience  for your members
<ul><li>INTENTIONS </li></ul><ul><li>Take-aways: </li></ul><ul><li>Simple steps for you to use in the workplace that will ...
<ul><li>ICEBREAKER/  </li></ul><ul><li>BRAIN WARM-UP:  </li></ul><ul><li>“ THE CHANGE EXERCISE” </li></ul><ul><li>Courtesy...
<ul><li>DISCUSS: </li></ul><ul><li>What did you learn about yourself during this activity? </li></ul><ul><li>When did you ...
<ul><li>3 EASY STEPS TO  </li></ul><ul><li>ASTONISHING SERVICE </li></ul><ul><li>START WITH SOMETHING SIMPLE </li></ul><ul...
<ul><li>START WITH SOMETHING SIMPLE </li></ul><ul><li>Happy birthday! </li></ul><ul><li>Remember someone’s name & use it f...
<ul><li>ASK YOUR MEMBERS WHAT THEY WANT </li></ul><ul><li>This is different than what they expect. What members expect is ...
<ul><li>GO THE EXTRA MILE EVEN IF IT’S A COMPLAINT </li></ul><ul><li>The Golden Rule </li></ul><ul><li>Repeat and empathiz...
<ul><li>BRAINSTORM: </li></ul><ul><li>WHAT ARE SOME THINGS YOU CAN DO TO PROVIDE ASTONISHING SERVICE? </li></ul>
<ul><li>3 THINGS TO ALWAYS KEEP IN MIND… </li></ul><ul><li>BE WILLING TO WALK THAT EXTRA MILE…FOR NOTHING. </li></ul><ul><...
<ul><li>3 THINGS TO ALWAYS KEEP IN MIND… </li></ul><ul><li>BE WILLING TO WALK THAT EXTRA MILE…FOR NOTHING. </li></ul><ul><...
<ul><li>BE WILLING TO WALK THAT  </li></ul><ul><li>EXTRA MILE…FOR NOTHING. </li></ul><ul><li>Not everyone you walk that ex...
<ul><li>GOOD SERVICE ISN’T 100% NECESSARY FOR SUCCESS. </li></ul><ul><li>What else makes your credit union successful and ...
<ul><li>EVENTUALLY, YOUR “SOMETHING EXTRA” ATTITUDE WILL BECOME A PART OF YOUR BRAND. </li></ul><ul><li>What is your “some...
<ul><li>BRAINSTORM: </li></ul><ul><li>WHAT ARE SOME GOOD & BAD EXAMPLES YOU’VE EXPERIENCED BEING A MEMBER OR A CUSTOMER? <...
<ul><li>3 EFFECTS OF  </li></ul><ul><li>ASTONISHING MEMBER SERVICE </li></ul><ul><li>The  word-of-mouth  and repeat busine...
<ul><li>BRAINSTORM:  </li></ul><ul><li>WHAT OTHER EFFECTS CAN COME FROM TERRIFIC MEMBER SERVICE? </li></ul>
<ul><li>REVIEW </li></ul>
THANK YOU! Ann Lohry Smith Director of Professional Development ICUL 515.221.3011 anns@iowacreditunions.com
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Astonishing Member Service

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This is a PowerPoint presentation about Astonishing Member Service. I presented this information to an Iowa CU Chapter in Mt. Pleasant. The intended audience was for managers and directors. The intention was to take a strategic look at the concept of member service, its importance, its power and its influence.

If you would like to have a copy of the PowerPoint presentation, please contact me through LinkedIn or through my email at IowaCreditUnions.com!

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Transcript of "Astonishing Member Service"

  1. 2. Going the Extra Mile for ASTONISHING Member Service! Making a memorable experience for your members
  2. 3. <ul><li>INTENTIONS </li></ul><ul><li>Take-aways: </li></ul><ul><li>Simple steps for you to use in the workplace that will help you provide great member service </li></ul><ul><li>Things to always keep in mind in your day-to-day interactions with members </li></ul><ul><li>Learn the effects that terrific member service can have </li></ul>
  3. 4. <ul><li>ICEBREAKER/ </li></ul><ul><li>BRAIN WARM-UP: </li></ul><ul><li>“ THE CHANGE EXERCISE” </li></ul><ul><li>Courtesy of Carnahan, Smith & Gunter Consulting </li></ul><ul><li>www.breakthruz.com </li></ul>
  4. 5. <ul><li>DISCUSS: </li></ul><ul><li>What did you learn about yourself during this activity? </li></ul><ul><li>When did you realize you could ask for help, or use the things around you? </li></ul>
  5. 6. <ul><li>3 EASY STEPS TO </li></ul><ul><li>ASTONISHING SERVICE </li></ul><ul><li>START WITH SOMETHING SIMPLE </li></ul><ul><li>ASK YOUR MEMBERS WHAT THEY WANT </li></ul><ul><li>GO THE EXTRA MILE EVEN IF IT’S A COMPLAINT </li></ul>3 Easy Steps to Astonishing Service
  6. 7. <ul><li>START WITH SOMETHING SIMPLE </li></ul><ul><li>Happy birthday! </li></ul><ul><li>Remember someone’s name & use it frequently </li></ul><ul><li>Hand out business cards </li></ul><ul><li>Follow up when you say you will </li></ul><ul><li>Remember facts about their family or hobbies </li></ul><ul><li>Find ways to make &quot;something extra&quot; a regular part of your member's experience. </li></ul>STEP #1 for Astonishing Service
  7. 8. <ul><li>ASK YOUR MEMBERS WHAT THEY WANT </li></ul><ul><li>This is different than what they expect. What members expect is usually less (often a lot less) than what they want. But you need to know what they want. </li></ul><ul><li>Questions to ask yourself or your member: </li></ul><ul><li>What do they want in general? </li></ul><ul><li>What are they trying to accomplish (or avoid)? </li></ul><ul><li>Why did they choose you instead of your competition? </li></ul><ul><li>What are their priorities and preferences? </li></ul>STEP #2 for Astonishing Service
  8. 9. <ul><li>GO THE EXTRA MILE EVEN IF IT’S A COMPLAINT </li></ul><ul><li>The Golden Rule </li></ul><ul><li>Repeat and empathize </li></ul><ul><li>Avoid being defensive </li></ul><ul><li>Apologize quickly and sincerely </li></ul>STEP #3 for Astonishing Service
  9. 10. <ul><li>BRAINSTORM: </li></ul><ul><li>WHAT ARE SOME THINGS YOU CAN DO TO PROVIDE ASTONISHING SERVICE? </li></ul>
  10. 11. <ul><li>3 THINGS TO ALWAYS KEEP IN MIND… </li></ul><ul><li>BE WILLING TO WALK THAT EXTRA MILE…FOR NOTHING. </li></ul><ul><li>GOOD SERVICE ISN’T 100% NECESSARY FOR SUCCESS. </li></ul><ul><li>EVENTUALLY, YOUR “SOMETHING EXTRA” ATTITUDE WILL BECOME A PART OF YOUR BRAND. </li></ul>3 Things to Keep in Mind for Astonishing Member Service
  11. 12. <ul><li>3 THINGS TO ALWAYS KEEP IN MIND… </li></ul><ul><li>BE WILLING TO WALK THAT EXTRA MILE…FOR NOTHING. </li></ul><ul><li>GOOD SERVICE ISN’T 100% NECESSARY FOR SUCCESS. </li></ul><ul><li>EVENTUALLY, YOUR “SOMETHING EXTRA” ATTITUDE WILL BECOME A PART OF YOUR BRAND. </li></ul>3 Things to Keep in Mind for Astonishing Member Service
  12. 13. <ul><li>BE WILLING TO WALK THAT </li></ul><ul><li>EXTRA MILE…FOR NOTHING. </li></ul><ul><li>Not everyone you walk that extra mile for is going to appreciate it. The sooner you accept this, the happier you’ll be. </li></ul><ul><li>You can’t go wrong making the extra effort. </li></ul><ul><li>One day, the reward could far exceed everything, every mile you’ve ever walked for all your customers or clients combined. </li></ul>#1 Thing to Keep in Mind for Astonishing Member Service
  13. 14. <ul><li>GOOD SERVICE ISN’T 100% NECESSARY FOR SUCCESS. </li></ul><ul><li>What else makes your credit union successful and competitive? Products? Location? </li></ul>#2 Thing to Keep in Mind for Astonishing Member Service
  14. 15. <ul><li>EVENTUALLY, YOUR “SOMETHING EXTRA” ATTITUDE WILL BECOME A PART OF YOUR BRAND. </li></ul><ul><li>What is your “something extra”? </li></ul><ul><li>It doesn’t take a lot of time to provide that “something extra”. </li></ul>#3 Thing to Keep in Mind for Astonishing Member Service
  15. 16. <ul><li>BRAINSTORM: </li></ul><ul><li>WHAT ARE SOME GOOD & BAD EXAMPLES YOU’VE EXPERIENCED BEING A MEMBER OR A CUSTOMER? </li></ul>3 Things to Keep in Mind for Astonishing Member Service
  16. 17. <ul><li>3 EFFECTS OF </li></ul><ul><li>ASTONISHING MEMBER SERVICE </li></ul><ul><li>The word-of-mouth and repeat business you’ll get as a result of providing excellent service is free. And priceless. </li></ul><ul><li>When you go the extra mile, you give your customers a positive and memorable experience. They’ll remember! </li></ul><ul><li>TERRIFIC WAY TO KISS UP AND LOOK GOOD. </li></ul>3 Effects of Astonishing Member Service
  17. 18. <ul><li>BRAINSTORM: </li></ul><ul><li>WHAT OTHER EFFECTS CAN COME FROM TERRIFIC MEMBER SERVICE? </li></ul>
  18. 19. <ul><li>REVIEW </li></ul>
  19. 20. THANK YOU! Ann Lohry Smith Director of Professional Development ICUL 515.221.3011 anns@iowacreditunions.com
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