June 27, 2012
12:00 pm - 1:30 pm PT
1:00 pm - 2:30 pm MT
2:00 pm - 3:30 pm CT
3:00 pm - 4:30 pm ET
Meet the Presenter
Barry Thompson, CRCM, Thompson Consulting Group, LLC
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We all know and have heard that members are the lifeblood of the credit union and frontline staff and call center personnel are the true face of the credit union. However, in the day-to-day, we sometimes forget how our surroundings affect the person entering our lobby and how staff interactions with members determine whether your credit union flourishes or fails.
In this webinar, staff/member interpersonal communications that can result in compliments, conflicts, or account closings will be analyzed. Real-life examples of staff in normal business encounters that exploded into difficult situations will be examined. Many of the reasons for member/staff confrontations are easily identified: the language used may be combative, unfriendly or condescending. The member may misinterpret the message or be angry over a situation beyond their control. This webinar will provide staff with skills and techniques to handle even the most difficult situations.
- Know the only times you should say, “No!”
- Understand how your language, demeanor and people’s perception of you impact your message
- Learn how to remain calm and why this is crucial
- Know when humor is not appropriate
Series must be ordered by June 30, 2012 to receive discount.
WHO SHOULD ATTEND?
This informative session is designed for frontline staff, branch managers, call center personnel, security staff, and anyone with daily member contact.