Service Foundations, Presque Isle

Time: 9:00 am to 4:00 pm, time allotted for breaks and lunch
Cost: $250.00/$195.00 for CUs under $50 Million. Additional attendees $125/$98 for CUs under $50 Million
Location: Presque Isle Hampton Inn, 768 Main Street

In Service Foundations, attendees will discuss the importance of creating positive service behaviors within their institution and with their members. After identifying the behaviors of good customer service, participants will build a foundation of skills to build rapport, trust, empathy, and active listening. Attendees will bring these behaviors together to show accountability and how it factors into the service experience.

Objectives

· Identify the difference between empathy and sympathy
· Determine behaviors that lead to building connections
· Identify factors that build trust and mistrust
· Determine what accountability sounds and looks like
· Identify the differences between blame and accountability
· Identify characteristic of active listening
· Define the difference between hearing and listening
· Define customer service
· Identify critical customer service behaviors