Sales and Service Culture Transformation Program

(One-Year Program)

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For long-term sustainability, the Sales and Service one-year program is the most cost effective approach to transform your credit union into a dynamic sales and service culture with enthusiastically engaged staff confident in their ability to engage members and build strong relationships, increase quality profitable loans, and grow the credit union.

 

Below is an overview of the Sales and Service Culture Transformation Program which has been well received by other credit unions across the nation. The One-Year Program includes all of cuStrategies’ programs listed below:

 

  • Key Leadership Session for Management
  • Leadership Development Program for managers and supervisors
  • Coaching Up Program for managers and supervisors (Coaching tools provided)
  • Service EXTRAordinaire Program for frontline staff and support staff
  • Credit Scoring and Analysis (CSA) Program for frontline loan processors/lending team
  • Teller Training Program (Referral Program)
  • Call Center Training Program
  • Outbound Calling Program
  • Collections Training Program
  • Business Development Training Program and Consulting
  • “Live” Coaching in branches and with all staff trained to reinforce classroom training in real life experiences (highly impactful component of program for staff engagement!)
  • Mystery Shop Program/Questionnaire (Reinforcement and accountability tool for long-term sustainability)
  • Credit union consulting services for the 7 P’s: People, pricing, products, programs, policies, processes, and procedures
  • Training material, reference tools, scripts, etc., are provided for all staff

"Experienced over 23 percent loan growth as of September 2015 with the majority of loan growth in auto loans!"

Chaz Rzewnicki, Vice President of Lending, Dover Federal Credit Union ($420 Million in Assets), Delaware

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Celeste Cook is founder and President/CEO of cuStrategies LLC. As a credit union industry strategist, Celeste provides strategic planning services, experienced consulting services, and expert training programs...

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