At their recent Columbus Day Training Event at the Eagle Crest Conference Resort in Ypsilanti, Michigan, employees of
U of M Credit Union explored ways to enhance member service.
Among the many tools and activities presented by
Harry K. Jones and
Kathleen J. Wheelihan at the custom-designed seminar, the credit union identified many trigger events that can prompt a positive or negative response from the credit union's members (customers) during various service situations.
Later in the day, employees divided into groups and had the opportunity to rotate between three breakout sessions. Harry presented tools to help employees become more creative in providing member service in his session "Get Out of the Box: Tapping Your Creative Potential."
In her session "Sacred Cows: Round 'Em Up and Move 'Em Out," Kathleen facilitated the groups in identifying obstacles to providing member service and creating action plans to deal with these barriers.
And finally, U of M CU's Vice President of Marketing & Education, Mary Dahlke, led a session featuring their own version of the game show "Who Wants to be a Millionaire," where teams competed for prizes based on their ability to answer questions about credit union products, services, history and philosophy.
Headquartered in Ann Arbor, Michigan, U of M Credit Union has three locations and nearly 80 employees serving University of Michigan students, faculty, alumni,
staff, and their families.
Kathleen J. Wheelihan is a professional speaker and consultant for AchieveMax®,
Inc., a firm specializing in custom-designed keynote presentations, seminars,
and consulting services. Kathleen has made presentations ranging from creativity
to customer service and leadership to teambuilding for a number of industries,
including credit union, education, government, health care, manufacturing, and
real estate. For more information on AchieveMax® seminars, please call 800-886-2MAX or fill out our
contact form.
Publication Date: Fall 2000
