Creating Member Connections

Business Issue - Your tellers are your front line in providing high-caliber service to satisfy your members. Because your members interact with more tellers than any other member of your credit union, it is critical that those connections produce a very positive and memorable experience. In return, members become loyal to your organization. In order to provide an exceptional member experience and connect with each member, tellers need top-notch service skills. Tellers need to listen to members so they can take care of the request. However, that is not enough to build member loyalty. It is also critical that tellers uncover additional member needs in order to refer them to the appropriate partner. In this way the teller connects with the member and also orchestrates connections with others in your credit union.

Omega Performance’s Solution - Creating Member Connections is a one-day, facilitator-led skills workshop that enables participants to create a personal connection that satisfies the requests of the member and strengthens the relationship. The focus of the workshop is on the CON²ECT Member Experience Model that starts with the importance of a personal connection, addressing the members’ request, noting additional opportunities that arise during the conversation, and “tagging” the needs so that referrals occur.

What Is Included

The one-day Creating Member Connections workshop features authentic activity-based learning in which participants engage in audiotaped skill development and simulations that include all of the steps of Omega’s CON²ECT Member Experience Model.

Upon completing Creating Member Connections, participants are able to:

Create an exceptional member experience by making a personal connection with members.
Apply questions to respond to the initial service need and uncover additional opportunities.
Use the technique of noting when additional needs arise during the transaction.
Apply Omega's TAG Model to address referral opportunities.
Prepare for and practice two member scenarios in small groups led by certified skill practice coaches. Both of these skill practices are audiotaped. In both practices, participants receive balanced and robust feedback about what they do well and could improve in their member interactions. To assist them in building their member experience skills, the participants use the CON²ECT Model, and TAG Model.
Develop an action plan for on-the-job skill application and growth.

Results You Can Expect

Creating Member Connections helps your staff:

Enhance member experiences that differentiate your organization in the marketplace
Increase member satisfaction and loyalty
Increase number and quality of referrals to others in the credit union

Who Should Be Trained

Creating Member Connections is for your credit union's tellers and teller coordinators.

Prerequisites

There are no prerequisites or pre-work for Creating Member Connections.

Delivery Options

Creating Member Connections is a one-day workshop conducted by Omega Performance consultants. Maximum attendance is 12 participants. Leader training is also available.

Sustainment Assessment

Upon completion of the Creating Member Connections workshop, the skills are reinforced back on the job through observation and coaching. This reinforcement also prepares the tellers for the online Referral Skills Assessment.

The online Referral Skills Assessment is taken by the participants 30-45 days after the workshop to determine application of the CON²ECT and TAG models to the job. This assessment evaluates attainment of the concepts learned during the workshop and more importantly, the application of the information to authentic member scenarios. The information on the participant’s learning will be scored, with results made available immediately upon completion of the assessment.

Once the participants receive their scores, they have an opportunity to view the incorrect answers to better understand the most appropriate response in that particular member scenario.

The results are rolled up to management level for review and an opportunity to share balanced feedback.