How to Talk to Members: Handling Difficult Members & Situations - Webinar

 

Wednesday, June 27, 2012

2:00 - 3:30 pm CST

 

Speaker: Barry Thompson, Thompson Consulting Group, LLC

 

About the Program

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.

 

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