Improving your credit union member experience training sounds complicated…but it doesn’t have to be. Just like improving your marketing, improving your service has strategic and tactical elements. The strategic pieces – such as honing a branded experience program everyone lives out - take longer and are (admittedly) more complex. But the tactical features are faster to implement and yield a quick return.
Here are five simple tricks to improve your credit union member experience training right away:
1. Smile
Service is more than a smile, but that doesn’t mean you can slack off when it comes to exercising those face muscles. Good service always begins with a smile. A team member’s facial expression is your consumer’s first, immediate, silent impression of your institution. Are you a sunshiny day? Or a glass half empty? As Dale Carnegie said, “Your smile brightens the lives of all who see it.” Double check that your team smiles if you want to start off on the right foot.
2. Clean
Yet another quiet difference-maker, cleaning your branch significantly enhances the member experience. Littered parking lots. Filthy bathrooms. Overflowing trash cans. These things can become “part of life” in a work environment…slowly fading into the background. But visitors see them. And not only does it make your branch an unpleasant place to be, but it screams “we don’t care” in consumers’ faces. Spruce up the place to instantly improve the experience.
3. Speed Up
People hate waiting. On websites, 40% of visitors leave if loading times are longer than three seconds. So, optimizing your website for speed may lead to an instant increase in consumer interest. But where do you start? Check image sizes to see if they regularly exceed one megabyte (many images can be smaller than this). Large image file sizes slow you down. Similarly, a ton of videos can also slow your website. Use videos where they’re most effective without inundating your digital branch with these bandwidth hogs.
4. Secure
This one not only helps your credit union member experience training, but it protects your reputation too. We’ve done mystery shops where the shopper spotted member information written down in the open and unguarded. Any malicious individual could have walked up and easily stolen that personal data. But don’t stop at hiding this information…watch your tone as well. If someone is sharing sensitive details with you, keep your voice down should you need to repeat it.
5. Listen
Actively listening to your members opens a wide range of possible ways to serve them. Are they mentioning wanting a new car? Is money tight? Noting these things gives your team the ability to follow up with personalized recommendations. This applies whether the consumer is in-person, over the phone or even online. Of course, online “listening” looks more like a chatbot or retargeted content.
Great credit union member experience training doesn’t have to wait. Implement these five quick tips to start improving things right away. And if you want even more fantastic long-term gains, On The Mark Strategies can help. Book a free consultation today to create your customized journey map and train staff to deliver a differentiated experience.
