eTrain Anytime Archives Purchasing Request
You are registering
for an audio/visual presentation archived for your convenience.
Please make sure all of your information is complete and accurate. You will receive a confirmation email letting you know that your registration has successfully been submitted. Your archive will be sent to the email address provided within 5 business days from the date it was ordered. Your program's link and handout will be included in your confirmation letter. You will have unlimited viewing access for 60 days after you receive the archive link
Member Conflict: Opportunity Knocks!
Member Conflict can signal the end of your relationship with a member or the beginning of an even stronger relationship! In this highly interactive program, member service expert Teresa Allen shares strategies on how to:
- Keep calm in difficult member encounters
- Differentiate between institutional and transactional complaints
- Respond to varied levels of member anger
- Handle complaints originating from credit union error, member error, policies and regulations
- Avoid conflict by catering to varied member personalities
Who should attend? All credit union staff with member contact, especially in these positions:
- Member Service
- Call Center
- New Accounts
Meet the presenter, Teresa Allen:
An internationally recognized customer service expert, Teresa Allen has presented credit union member service and sales programs across the U.S. for over 20 years. Teresa is author of Common Sense Service: Close Encounters on the Front Lines and is co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty. Credit union professionals rave about her ability to motivate staff to new levels of service and sales in her fun programs based on a deep understanding of credit union member interactions.
$195 for League Members
|You must be a member of your state league to attend this presentation.