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Building Member Service Excellence Through Effective Communication

Learn to make a human connection, be a team player, and communicate clearly to establish rapport with members. Acquire the skills to listen effectively, express yourself clearly, and approach challenging opportunities confidently. Join us in creating positive interactions and maintaining a helpful attitude.

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Building Member Service Excellence Through Effective Communication

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  1. Member Service Excellence Communication Essentials • Make a Human Connection • Be an Effective Listener • Express Yourself Clearly • Challenging Opportunities • Be a Team Player

  2. Foundation Positive Attitude Confidence Knowledgeable People Minded Optimistic Enthusiastic Inquisitive Organized Decision Maker Helpful

  3. Activity Break • Finish the following sentences Communication is the way we… Communication is Essential for…

  4. Human Connection • Establish and Maintain a Relationship • Establish Rapport • Be Courteous • Be Present and Pay Attention • Be Tactful and Helpful

  5. Activity Break Project Positive Expectations How can we communicate these messages in a positive way? “That’s a Problem” “We can’t do that” or “No” “That’s not my job” “It’s not my fault” “You have to…” or “You should have…” “Bear with me, my computer is old & slow” “No problem”

  6. An Effective Listener • Understand What Members Say & Mean • Be an Active listener • Let Members Know they’ve been Heard • Clarify the Message • Ask Questions • Read Non-Verbal Cues

  7. Activity Break Non-Verbal Communication

  8. Clear Expressions • More than a Voice & Vocabulary • Know your Reasons for Communicating • Help Members Understand You • Clarify to Make Sure You’re Understood

  9. Challenging Opportunities • The right approach can often resolve an situation quickly and effectively. • Complaints • Saying No • Talkative Members • Angry Members

  10. Team Player • As part of the First Peoples team, you contribute the successful operation of the Credit union • Share Knowledge & Information • Create a Positive & Upbeat Environment • Keeping the Lines of Communication Open

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