EVENT: Turning Around Members Complaints (Session Code: 624)
It is a proven fact, that an organization that successfully handles complaints, and resolves them effectively and efficiently, not only retains that business but gains additional business as well.
During this program, participants will learn a process that makes all the difference in turning around a complaint.

Specific topics include the following:
• Understanding What Members Need And Want
• Understanding Why Members Get Irate and Complain
• How To Handle Complaints
• The Role Of Communication
• Forget The Golden Rule
• It’s The Little Stuff!
• The Importance Of The Unexpected
• The Critical Conclusion – What Is At Stake
• Specifics To Turn A Complaint Into A Positive Situation


Illinois Pricing:
Affiliate: $ 100.00
Non-Affiliate: $200.00

Out of State Pricing:
Regular: $ 150.00

Contact: Drew Kayvani (Illinois Credit Union League)
Phone: 630-983-3418
Fax: 630-983-3212
Email: drew.kayvani@ilcusys.org


Speaker: John Baptista
Speaker Bio:
John Baptista’s experience combines over 35 years in the financial industry, including 30 years in management, and over three decades as a trainer and consultant.
As the youngest branch manager in the history of one of the largest California Banks, John recognized early the importance of customer service. From over 2000 employees, he was ranked in the top 10% for providing the best in customer service. He has also been a lender, banker and corporate trainer with a major credit union.

Location(s):

Location 1:
Telephone - QB - August 27, 2013: 10:00 am CT
Duration: 11:00 am CT

Online registration for this event has ended.