Going the Extra Mile for ASTONISHING Member Service!Making a memorable experience

for your members

INTENTIONS

Take-aways:

• Simple steps for you to use in the workplace that will help you provide great member service

• Things to always keep in mind in your day-to-day interactions with members

• Learn the effects that terrific member service can have

ICEBREAKER/ BRAIN WARM-UP:

“THE CHANGE EXERCISE”

Courtesy of Carnahan, Smith & Gunter Consulting

www.breakthruz.com

DISCUSS:

1. What did you learn about yourself during this activity?

2. When did you realize you could ask for

help, or use the things around you?

3 EASY STEPS TO ASTONISHING SERVICE

1. START WITH SOMETHING SIMPLE2. ASK YOUR MEMBERS WHAT THEY WANT3. GO THE EXTRA MILE EVEN IF IT’S A COMPLAINT

3 Easy Steps to Astonishing Service

START WITH SOMETHING SIMPLE

•Happy birthday!•Remember someone’s name & use it frequently•Hand out business cards•Follow up when you say you will•Remember facts about their family or hobbies•Find ways to make "something extra" a regular part of your member's experience.

STEP #1 for Astonishing Service

ASK YOUR MEMBERS WHAT THEY WANT

This is different than what they expect. What members expect is usually less (often a lot less) than what they want. But you need to know what they want.

Questions to ask yourself or your member:

What do they want in general?

What are they trying to accomplish (or avoid)?

Why did they choose you instead of your competition?

What are their priorities and preferences?

STEP #2 for Astonishing Service

GO THE EXTRA MILE EVEN IF IT’S A COMPLAINT

The Golden RuleRepeat and empathizeAvoid being defensiveApologize quickly and sincerely

STEP #3 for Astonishing Service

BRAINSTORM:

WHAT ARE SOME THINGS YOU CAN DO TO PROVIDE ASTONISHING

SERVICE?

3 THINGS TO ALWAYS KEEP IN MIND…

1. BE WILLING TO WALK THAT EXTRA MILE…FOR NOTHING.2. GOOD SERVICE ISN’T 100% NECESSARY FOR SUCCESS.3. EVENTUALLY, YOUR “SOMETHING EXTRA” ATTITUDE

WILL BECOME A PART OF YOUR BRAND.

3 Things to Keep in Mind for Astonishing Member Service

3 THINGS TO ALWAYS KEEP IN MIND…

1. BE WILLING TO WALK THAT EXTRA MILE…FOR NOTHING.2. GOOD SERVICE ISN’T 100% NECESSARY FOR SUCCESS.3. EVENTUALLY, YOUR “SOMETHING EXTRA” ATTITUDE

WILL BECOME A PART OF YOUR BRAND.

3 Things to Keep in Mind for Astonishing Member Service

BE WILLING TO WALK THAT EXTRA MILE…FOR NOTHING.

Not everyone you walk that extra mile for is going to appreciate it. The sooner you accept this, the happier you’ll be.

You can’t go wrong making the extra effort.

One day, the reward could far exceed everything, every mile you’ve ever walked for all your customers or clients combined.

#1 Thing to Keep in Mind for Astonishing Member Service

GOOD SERVICE ISN’T 100% NECESSARY FOR SUCCESS.

What else makes your credit union successful and competitive?

Products? Location?

#2 Thing to Keep in Mind for Astonishing Member Service

EVENTUALLY, YOUR “SOMETHING EXTRA” ATTITUDE WILL BECOME A

PART OF YOUR BRAND.

What is your “something extra”?It doesn’t take a lot of time to provide

that “something extra”.

#3 Thing to Keep in Mind for Astonishing Member Service

BRAINSTORM:WHAT ARE SOME GOOD & BAD

EXAMPLES YOU’VE EXPERIENCED BEING A

MEMBER OR A CUSTOMER?

3 Things to Keep in Mind for Astonishing Member Service

3 EFFECTS OF ASTONISHING MEMBER SERVICE

The word-of-mouth and repeat business you’ll get as a result of providing excellent service is free. And priceless.

When you go the extra mile, you give your customers a positive and memorable experience. They’ll remember!

TERRIFIC WAY TO KISS UP AND LOOK GOOD.

3 Effects of Astonishing Member Service

BRAINSTORM:

WHAT OTHER EFFECTS CAN COME FROM

TERRIFIC MEMBER SERVICE?

REVIEW

THANK YOU!

Ann Lohry Smith

Director of Professional Development

ICUL

515.221.3011

anns@iowacreditunions.com