The Performance Management Workshop builds an understanding of the value of disciplined management and coaching activities. The workshop experience develops the ability of managers to communicate effectively with their employees, observe and accurately assess employee performance, engage them in constructive balanced feedback, collaboratively build action plans that create behavioral change, and hold them accountable for performance in a supportive yet firm manner. The outcome: improved team productivity and individual and work group performance.
The Relationship Management Workshop builds an understanding of the value of a disciplined approach to targeting, interacting with, and managing customer relationships over time. The focus of this workshop is the three-phase Relationship Management Process: Plan, Interview and Serve. The unique combination of activities, tools and behaviors place a high priority on developing effective solutions to maximize customer satisfaction and deepen relationships.
The Leadership Development Program provides leaders the opportunity to refine and enhance their skills in a supportive and engaging classroom program. The workshop sessions focus on timely and relevant topics leaders encounter as they work to develop effective teams and achieve company financial and cultural results in their current roles. Pre-work and homework assignments provide ongoing accountability for future leaders who may be part of succession planning.
The Service Excellence Workshop builds an understanding of the value of treating both internal and external customers with care and respect. The workshop experience then develops the ability of employees to communicate effectively, listen proactively, problem solve without placing blame, significantly impacting customer satisfaction.
The Referral Excellence Workshop builds an understanding of the value of listening carefully to the needs of customers and taking ownership for initiating a dialogue about the customer’s desire to address those needs. The workshop experience then develops the ability of employees to demonstrate genuine interest in customers, inquire with sensitivity to the customer’s privacy, explain benefits, confirm interest, and introduce the customer to the specialist who can provide the value-add solution.
The Product Knowledge Program is an efficient learning technique based on repetition and timing. Participants will develop knowledge first, proficiency second and then the ability to converse easily, in a confident manner about the credit union’s products and services. Developing this kind of mastery frees the sales and service personnel to truly listen to what the customer is saying.
Our Facilitation Skills Training Program is designed to improve the presentation skills of internal resources to transfer training to others within the organization. Our Facilitation Skills Training Program equips internal trainers/managers & staff to engage participants in the classroom, utilize tools and materials effectively and reinforce methodologies for managers and staff.