It's like having the support and expertise of an MNA trainer at your Credit Union every day. The complete ServiStar Training Library on DVD ensures your training will be consistent both now and in the future. You'll have the flexibility afforded by a system that allows you to use The Library with one trainee or one hundred. Training can be done without moving employees to and from a single training site. Each DVD class provides you with both a Participant Guide and a detailed Facilitator Guide to ensure the sessions are interactive, consistent and effective. ServiStar - The Library classes are available to your Credit Union when you need them. Each class provides the participants with time to discuss learning points and engage in exercises while guided by a facilitator using the detailed Facilitator's Guide. In addition, each class provides a post-learning assessment to gauge the level of participant learning. This training is perfect for both new and existing employees. Each class presents the same effective and high-quality material used by MNA Trainers in the ServiStar Program.
- Service Leadership Training and Development
- Sales and Service Coaching Training and Development
- Service Excellence
- How to Handle an Irate Member
- Becoming a Sales Champion
- Referral Sales Champions
Features:
- Professional Quality DVD of all six MNA ServiStar Classes presented by Mike Neill and Kelly Ketelboeter.
- Library includes both Participant and Facilitator Guides.
- DVDs include post learning assignments to allow the participant to transfer the training to the workplace.
- No annual licensing fees or further cost to purchase training manuals..
Target Audience:
- Every Credit Union Employee: Leaders, Managers, Frontline and
Support Employees
- Effective way to train new employees!
Presenters:
- Kelly Ketelboeter/Mike Neill
Investment:
- ServiStar Client Price: $12,750.
- Non-Client Price: $15,000.
- Individual Session DVD Price: $2,700.
Phase One: Strategic Planning for Net Member Growth
Based on your credit union's unique market and resources, we'll take you step-by-step through a strategic planning process that identifies your best opportunities for gaining both market share and wallet share. Our consultants will collaborate with you to complete the following:
- A review of current member relationships by branch.
- An assessment of current market opportunities within the radius of each branch
- An assessment of current product offerings with a focus on small business services and value-added SEG offerings when applicable.
- An assessment of current outside sales collateral and a plan for developing additional collateral.
- Development of a coordinated outside sales strategy that clearly defines the roles of business development representatives, call officers, branch managers, and others involved in the outside sales strategy.
- Identification of key metrics that will determine success.
- A strategic timeline for membership growth activities
During this phase we'll work with your executive team to determine which branch managers and call officers will complete the comprehensive CU Membership Strategies Academy. In addition, we'll recommend ways the credit union might organize to support the transformation. Key support areas will include marketing, lending support, contact center, and information systems.
At the end of each on-site training course, participants will be given specific assignments designed to transfer training and allow participants to try new skills and receive feedback from their CU Membership Strategies consultant.
Participants will also get a comprehensive set of tools to assist them as they develop their business plans for increasing market share and wallet share. Some of these tools include
- A call planning tool designed to prepare each officer for sales success
- An interview guide for effective small business and/or member profiling and needs assessment
- Script ideas for relationship development calls
- A step-by-step guide for developing a branch outreach and sales plan
During their participation in the CU Membership Strategies Academy and for a 12-month period following their graduation, participants will have unlimited off-site support available via e-mail and phone with their CU Membership Strategies consultant. Their consultant will guide and collaborate with them to find solutions to their most pressing concerns, questions and problems related to becoming internal entrepreneurs who grow their business.
Once they've completed the CU Membership Strategies Academy, your branch managers will have the confidence, the training, the practice, and the mindset for taking their branches to new levels of growth.
Phase Two: Goal-Setting, Tracking, and Incentives
During the course of the CU Membership Strategies Academy, your consultant will work with your executive team to track sales and development activity and establish benchmarks. Once training and benchmarking is complete, your consultant will recommend stretch goals for net member growth, small business account growth, and member relationship development for the credit union and for each branch based on benchmarks and market opportunity. If your credit union offers incentives and bonuses, your consultant will work with your credit union to incorporate CU Membership Strategies sales success into your current program.
Phase Three: Long-term Planning for Net Member Growth
After all initial planning, training, and coaching is complete, your CU Membership Strategies consultant will meet on-site with your executive team to review progress and plan net member growth over the next 18 months. Your executive team will receive an executive summary and timeline outlining a strategy for ongoing market share and wallet share growth. The credit union executive team may choose to present this document to the Board of Directors as part of its credit union strategic planning process.
Credit Union Investment
Total Investment: $56,000 for up to 25 participants.
Payable at $11,200 per quarter for 5 quarters.
