How to Talk to Members: Handling Difficult Members & Situations
Wednesday, June 27, 2012
2:00 - 3:30 pm CST
Speaker: Barry Thompson, Thompson Consulting Group,
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.