MACCU Teresa Allen Presentation Notes 10/18
Thank you for attending today's MACCU programs!
I hope today's program helps to build your success. I have included a summary of the information provided in the
Common Sense Member Service and Common Sense Communication programs below...
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TERESA ALLEN CREDIT UNION PROGRAMS
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Building Relationships Through Common Sense Member Service
(The material shown below is for use of MACCU meeting attendees and their staff only - any other use is violation of copyright)
Common Sense Service Step 1
Provide Proactive Lagniappe Service
Lagniappe - The art of giving/doing a little something extra!
Common Sense Service Step 2
SCROLL to bottom of page for download of Spin Calculator Form
Empower Staff to Make It Right
American Express Study - What do customers expect after a poor service experience?
52% Something in return BEYOND solving the problem
70% Apology or some reimbursement
Dimensional Research Study - Are you more likely to tell others about a service experience than 4 years ago?
58% More Likely
4% Less Likely
38% No change
Notes on Dimension Research Study: (www.dimensionalresearch.com)
What consumers say makes an experience GOOD:
Problem resolved quickly
Person who helped me was nice
Problem resolved in one interaction
Outcome was what I originally hoped for
What consumers say makes an experience BAD:
I had to explain my issue to multiple people
The person I dealt with was rude
It took too long to resolve the issue
Problem was NOT resolved
Institutional Complaint: Front Line Rep has no control over outcome - Not personnel or transaction related
Train staff how to respond to Institutional Complaints:
Listen with concern
Tell customer you will pass concern to management
Have procedures in place to receive and act on institutional complaints
How many people could YOU tell about a bad experience? How?
Common Sense Service Step 3
Engage Employees Who Will Engage Your Members
Common Sense Service Step 4
Understand and Map Your Member Journey
Great articles to read:
How to Create a Customer Journey Map
Forrester: Journey Mapping Best Practices
Training Only = Limited Results
Training X Measurement = Short Term Results
Training X Measurement X Reward = LONG term results
What are your plans to enhance the service skills of your staff in 2018?
Common Sense Service Step 5
Be Like Frank… Build a Relationship Though Every Close Encounter!
What is a close encounter when YOU were the customer that you have learned from?
What is the potential positive or negative spin that could result from any encounter with your staff?
Common Sense Communication
(these program materials authorized for use in credit unions of attendees until 12/31/2018 - Any use beyond this will be considered violation of copyright)
SCROLL to bottom of page for downloads of handouts and ppt slides from this program
Adjust to Varied Customer/Client Personalities
Mrs. Sweet Ms. Analytical
Mr. Connected General Patton
Can you think of other personalities encountered by your staff? What do they want/need from you?
Please visit the Programs page for more information on Teresa's programs and to connect via social media!
Mention MACCU18 to receive $500 off a 2018 program and to receive a 25% discount on any book or CD order! Call 850-46-7105 to speak to Teresa about your upcoming meeting or book/CD order!
5 Languages of Appreciation in the Workplace by Gary Chapman & Paul White