Telephone Techniques for Credit Union Staff

Course Description

Projecting a positive view of the Credit Union is the responsibility of all employees and volunteers. The role of those who communicate using the telephone is especially important, as they are often the voice or virtual face of the organisation. However in many Credit Unions, the potential of telephone communication is often overlooked as a member development and retention tool. This course addresses that situation.
1 day
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Prerequisites

none

Benefits of Attending

The participants will understand the importance of behaving in a tactful, diplomatic, friendly yet professional manner. They will explore their role as the voice of the Credit Union and explore how different members require different communication responses. The participants will develop the confidence to remain professional and calm in a variety of situations.

Training content

Telephone as a professional tool
Russian roulette or managed communication
You are the primary communication tool
Avoiding jargon and casual phrases
Posture and body language
Recognising Danger signals
Communicating the organisations’ policies and procedures

Dealing with a diverse member ship base

Members with Disabilities
Members with English as a second language
Avoiding any possibility of discrimination

Effective call handling techniques

Incoming calls
Managing members’ expectations
Identifying the members’ perception of the call
Effective questioning techniques
Dealing with irate callers
Dealing with vagueness

Effective call handling techniques

Outgoing calls
Planning your calls
Organising your support data
Voice mail etiquette

Assertive communication

Your role as gatekeeper
Managing complaints
Screening calls