Service Expectations
It is okay to utilize your cell phone in the presence of members. Explain.
What is No? It can be a distraction and interfere with member service.
Sales and _______ go hand in hand!
What is Service?
PSO stands for this.
What is Potential Sales Opportunity?
Explain why it is important to smile while assisting members.
What is it lets members know that you are glad to help and you love serving members?
This is Keesler Federals mission statement.
What is Be Extraordinary?
We should always portray this type of attitude when serving members.
What is a positive attitude?
This type of question typically gets a yes or no answer.
What are closed-ended questions?
Explain the purpose of PSO.
What is to make members aware of products, services, resources, and tools available to them?
True or False? It's okay to interrupt the member if you know you are right and they are wrong. Explain.
False. What is, it is never okay to interrupt a member?
Name one difference between loyal and satisfied members.
What is loyal members feel valued, refer family and friends, wear KFCU logo with pride in the community, and are a little more forgiving when we make a mistake?
Explain why adhering to dress code is important.
What is your attire is a representation of the organizations standards and exemplifies its positive image to our members?
Explain open-ended question.
What are questions that require you to give an expanded answer therefore giving the representative more information to better uncover needs?
The PSO report is found here.
Where is ARCU or in the weekly email sent from Sales & Service department?
You should address the member by using their last name atleast this many times during an interaction.
What is 3?
Name the KFCU core values.
What is Authenticity, Approachability, Commitment, Empathy?
This is what we should ask every member at the end of a call or transaction.
What is " Is there anything else I may assist you with today" ?
Explain the challenge of using closed-ended questions when getting to know the member.
What is it doesn't give the member a chance to explain what they really need?
The PSO report is emailed on these days.
What is every Monday and the 1st of each month?
True or False? Having etiquette over the phone is just as important as in person? Explain
True. What is we should always practice etiquette no matter the form of communication?
Service and ______ go hand in hand.
What is Sales?
Name 2 unacceptable looks when it comes to attire.
What are extreme hairstyles, visible "bad taste" tattoos, not wearing your name badge when assisting members, sleeve tattoos, extreme manicures, dresses or skirts shorter than 2" above the knee?
Explain the importance of interviewing our members while assisting them.
What is to identify additional products and services that would benefit the member?
This is where you can find information about the current month's PSO's
What is on the Marketing link on the kNerd?
True or False? Being a listening ear is a form of etiquette. Explain.
True. What is sometimes our members just want someone to listen to them and you are practicing etiquette by listening?
Important to you. Important to ______
What is us?