Increasing Member Dividends and Value Added Caribbean Confederation of Credit Unions

Picture This Caribbean Confederation of Credit Unions

What is the one unique thing that your Credit Union has to offer???? The Philosophy What is the one unique thing that your Credit Union has to offer???? Caribbean Confederation of Credit Unions

Service People “Service people are the most important people in the organization. Without them, there is no product, no sale and no profit. Indeed, they are the product.” J.W. Marriott, Jr. Chairman Marriott Corporation Caribbean Confederation of Credit Unions

Selling in a Service Environment Selling = Service Service = Selling Caribbean Confederation of Credit Unions

The Philosophy Successful creation of an effective service environment requires the total integration of a service attitude (values and vision). Values / Vision STRATEGIC PLAN Asset / liability mgt Marketing Training People / systems Reporting Caribbean Confederation of Credit Unions

The Philosophy A successful service quality program enhances the credit union’s ability to focus on two critical areas: Member attraction Member retention Caribbean Confederation of Credit Unions

The Philosophy We will NOT oversell to the membership We will NOT become a bank Caribbean Confederation of Credit Unions

The Philosophy We will look at individual member needs versus “the flavor of the month” We will become “financial consultants / advisors” to our membership Caribbean Confederation of Credit Unions

What Is the Underlying Message of a Service Environment? S A L E S = ?? Caribbean Confederation of Credit Unions

What Quality Service Is NOT: Caribbean Confederation of Credit Unions

What Quality Service IS: Caribbean Confederation of Credit Unions

How Does Your Credit Union Define Service? What is your mission statement? Caribbean Confederation of Credit Unions

How Do YOU Define Quality Service? How does your branch / department / area contribute to leaving the member with an UNMATCHED service experience? What is YOUR role in the big picture? What are YOUR service priorities? Caribbean Confederation of Credit Unions

How Do CU Members Define Service? Caribbean Confederation of Credit Unions

Ten Dimensions of Perceived Quality Service for Financial Institutions Error-free “banking” Expertise / knowledge of employees Dependable, consistent follow-through Trust and confidence generated by service Staff commitment to meeting member needs Cheerfulness of staff Staff concern for members Staff initiative in being helpful Professional employee appearance / behavior Appearance of facilities / equipment Caribbean Confederation of Credit Unions

Preparing to Serve What is the first priority in “member service” work? What is the most important thing we must do? If the members do not like you, do you think they will like your service? Are problems easier to solve when you are on good terms with the member? What happens when the relationship with the member does not go well? Caribbean Confederation of Credit Unions

Preparing to Serve (Attitude is Everything!) Take the initiative Make the opening move Shape the member’s attitudes and behaviors in the desired direction Be proactive, not reactive Caribbean Confederation of Credit Unions

Preparing to Serve (Attitude is Everything!) What are the benefits of having a positive attitude? Is a positive attitude a perceived quality? How? Caribbean Confederation of Credit Unions

Preparing to Serve (Attitude is Everything!) It doesn’t matter how the member was when he/she came in. What matters is how they feel when they leave! We want members to leave feeling good Caribbean Confederation of Credit Unions

Make the Member Feel Special Personalized attention TLC Seek to understand Be helpful; get results Caribbean Confederation of Credit Unions

Fine Tune Your Attitude What do you do naturally well? What are your personal strengths or talents? What comes naturally for you? What is your “magic touch?” What can you do differently? What are your goals for improvement? Caribbean Confederation of Credit Unions

Professional Image Why is image so important? How many chances do you get to make a first impression? Ten decisions a person makes about you within the first ten seconds Ten decisions a person makes about the credit union within the first ten seconds Which of these impressions is made primarily through nonverbal communication? How do stereotypes affect first impressions? Caribbean Confederation of Credit Unions

Active Listening Clarify Reflect feelings Summarize Paraphrase Gather accurate information Reflect feelings Reflect to the speaker, the feelings expressed Summarize Sum up main ideas and feelings Paraphrase Restate the speaker’s meaning in your own words Caribbean Confederation of Credit Unions

Listening Attitudes Ignoring Pretend listening Selective listening Attentive listening Empathic listening Caribbean Confederation of Credit Unions

Value-Added Service Caribbean Confederation of Credit Unions

Value-Added Service Caribbean Confederation of Credit Unions

How to Create a Service Fan Club Delivering Value-Added Service DECIDE what YOU want to create. See the vision of perfection centered on the member. DISCOVER what the member wants. Ask good questions. Is there one thing we could have done differently? DELIVER “plus 1%” consistently! Consistency is the KEY to delivering value-added service. DESIRE perfection. DESIGN a “personal signature.” Caribbean Confederation of Credit Unions