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On-Demand Member Service Series

On-Demand Member Service Series

Tuesday, June 03, 2025 - Tuesday, August 12, 2025 10:00 AM - 4:30 PM UTC

On-Demand Member Service Series

Online  
Tuesday, June 03, 2025 - Tuesday, August 12, 2025   iCalendar UTC

INSTRUCTOR: SANDY GEROUX

LESSON 1: JUNE 3

LESSON 2: JUNE 10

LIVE WEBINAR 1: JUNE 17
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION: 2:00 P.M. - 3:00 P.M.

LESSON 3: JUNE 24

LESSON 4: JULY 8

LIVE WEBINAR 2: JULY 15
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION 2:00 P.M. - 3:00 P.M.

LESSON 5: JULY 22

LESSON 6: JULY 29

LIVE WEBINAR 3: AUGUST 12
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION 2:00 P.M. - 3:00 P.M.
Register by June 2. 

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 customer 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 customer 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:

  • Customer 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: JUNE 3

LESSON 2: JUNE 10

LIVE WEBINAR 1: JUNE 17
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION: 2:00 P.M. - 3:00 P.M.

LESSON 3: JUNE 24

LESSON 4: JULY 8

LIVE WEBINAR 2: JULY 15
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION 2:00 P.M. - 3:00 P.M.

LESSON 5: JULY 22

LESSON 6: JULY 29

LIVE WEBINAR 3: AUGUST 12
FIRST SESSION 10:00 A.M. - 11:00 A.M.
SECOND SESSION 2:00 P.M. - 3:00 P.M.
Register by June 2. 

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 customer 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 customer 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:

  • Customer 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