Turn that frown upside down

Credit unions thrive on giving their members an experience that evokes confidence and satisfaction. When a member finishes their transaction, they walk out the door knowing their money is safe and their transaction was successful.

But we know it isn’t always sunshine and roses inside the branch or in the contact center. Issues arise, mistakes happen, and technical glitches can send us in a tailspin. As a result, a member might have an unsatisfactory experience.

Assisting an upset member can be scary. In your role as a front-line employee, you can create an experience that has a positive impression on the member.

Follow these four steps to turn a tough situation into a successful interaction:

 

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