ITM member practices
Looking directly into the camera.
What is eye contact?
Members want to be heard.
What is active listening?
Greet, engage, communicate, and understand.
What are the GECU service excellence expectations?
Sign up for this to review transaction history and monitor your accounts for suspicious activity.
What is online banking?
Practicing transactions with team members.
What is role play?
Show your empathy and appreciation.
What is understanding?
Members with special privileges given by GECU group.
What is the silver dollar club?
Do this to all credit card applications, charge receipts, and past financial statements before placing them in the trash.
What is shredding?
Thank you for choosing GE credit union, how may I help you.
What is a greeting?
Not "Yes,But"
What is "Yes,and"?
Personally engaging and caring for the members.
What is building a rapport?
Sign-up for this to prevent personal information from being stolen from your mailbox.
What are eStatements?
Speed of speaking and tone of voice is appropriate.
What is clear communication?
You are likely to calm a difficult member down doing this instead of being negative.
What is positive acknowledgement?
Calling a member back with a response.
What is keeping promises?
Setting up a code to verify before any transactions.
What are passwords?
Active listening and asking questions.
What is to be engaging?
You are likely to keep this member if they had this experience.
What is excellent service?
Member submits an extremely satisfied survey after an experience with a teller who walked the member to their car with an umbrella above them.
What is going above and beyond expectations?
Open this to keep your personal belongings safe.
What is a safe deposit box?