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On-Demand Member Service Series

On-Demand Member Service Series

Monday, August 12, 2024 - Monday, October 07, 2024 10:00 AM - 3:00 PM UTC

On-Demand Member Service Series

Online  
Monday, August 12, 2024 - Monday, October 07, 2024   iCalendar UTC

INSTRUCTOR: SANDY GEROUX

LESSON 1: AUGUST 12 

LESSON 2: AUGUST 19

LIVE WEBINAR 1: AUGUST 26
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION: 2:00 P.M. - 3:00 P.M.

LESSON 3: SEPTEMBER 2

LESSON 4: SEPTEMBER 9

LIVE WEBINAR 2: SEPTEMBER 19
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION 2:00 P.M. - 3:00 P.M.

LESSON 5: SEPTEMBER 23

LESSON 6: SEPTEMBER 30 

LIVE WEBINAR 3: OCTOBER 7
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION 2:00 P.M. - 3:00 P.M.
Register by August 5. 

Exceptional member experiences and internal customer experiences are imperative for any organization. When Member Services and other co-op team members are empowered and inspired to use every interaction with others to improve as well as serve, they are able to create WOW experiences that build member satisfaction and team member engagement. 

In this interactive and engaging on-demand program, Sandy helps co-op associates keep their end goals in mind; approach every member and co-worker as a “blank slate;” listen for what's being said, as well as what's not being said, and proactively discover creative ways to provide exceptional experiences everyone will greatly appreciate and never forget. 

Learning outcomes for member service program: 

By the end of this program, participants will: 

  • Become more comfortable upselling by focusing on up-serving;
  • Use consistency to build trust and rapport; 
  • Utilize templates to analyze and raise any situation to the level of WOW; 
  • Discover ways to remain focused on the big picture and their personal goals for every interaction; 
  • Recognize how small nuances of member service make a big difference; 
  • Use a process to overcome objections and remain calm, focused and empathetic; and 
  • Remember that it's all about the members' experience!

Discussion Points:

  • Member Service is a mindset, not an event. 
  • You never get a second chance to make a second impression. 
  • What makes you say “WOW!”?
  • How can you take an “OW” and turn it into a “WOW!”?
  • “Tabula Rasa” (everyone is a “blank slate”/getting rid of past baggage and preconceived notions). 
  • Brainstorming ways to say “yes,” even when the answer was previously “no.” Brief case studies and real-world examples are discussed. 

Registration Fees
Member Registration: $395 per person
Nonmember Registration: $495 per person

To register for an event, you will first be prompted to sign in or create a new online account.

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INSTRUCTOR: SANDY GEROUX

LESSON 1: AUGUST 12 

LESSON 2: AUGUST 19

LIVE WEBINAR 1: AUGUST 26
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION: 2:00 P.M. - 3:00 P.M.

LESSON 3: SEPTEMBER 2

LESSON 4: SEPTEMBER 9

LIVE WEBINAR 2: SEPTEMBER 19
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION 2:00 P.M. - 3:00 P.M.

LESSON 5: SEPTEMBER 23

LESSON 6: SEPTEMBER 30 

LIVE WEBINAR 3: OCTOBER 7
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION 2:00 P.M. - 3:00 P.M.
Register by August 5. 

Exceptional member experiences and internal customer experiences are imperative for any organization. When Member Services and other co-op team members are empowered and inspired to use every interaction with others to improve as well as serve, they are able to create WOW experiences that build member satisfaction and team member engagement. 

In this interactive and engaging on-demand program, Sandy helps co-op associates keep their end goals in mind; approach every member and co-worker as a “blank slate;” listen for what's being said, as well as what's not being said, and proactively discover creative ways to provide exceptional experiences everyone will greatly appreciate and never forget. 

Learning outcomes for member service program: 

By the end of this program, participants will: 

  • Become more comfortable upselling by focusing on up-serving;
  • Use consistency to build trust and rapport; 
  • Utilize templates to analyze and raise any situation to the level of WOW; 
  • Discover ways to remain focused on the big picture and their personal goals for every interaction; 
  • Recognize how small nuances of member service make a big difference; 
  • Use a process to overcome objections and remain calm, focused and empathetic; and 
  • Remember that it's all about the members' experience!

Discussion Points:

  • Member Service is a mindset, not an event. 
  • You never get a second chance to make a second impression. 
  • What makes you say “WOW!”?
  • How can you take an “OW” and turn it into a “WOW!”?
  • “Tabula Rasa” (everyone is a “blank slate”/getting rid of past baggage and preconceived notions). 
  • Brainstorming ways to say “yes,” even when the answer was previously “no.” Brief case studies and real-world examples are discussed. 

Registration Fees
Member Registration: $395 per person
Nonmember Registration: $495 per person