OVERVIEW: This program is designed to impress upon the employee the importance of building and maintaining strong member relationships through any situation. With the rise of social media, handling one issue the wrong way could bring disaster upon your organization. The program will provide guidance in how to engage the member in a
manner that creates customer satisfaction and removes the likely hood of negative publicity. It will explain how to deliver both good and unwelcome news and will provide guidance on how to educate the new generation of membership and their higher expectations. It will serve as an educational tool that may be utilized by your organization as a framework for a new way of communication with our membership. (Previously 260.G1 How Customers Keep Score: Customer Service Standards and Engaging and Building Loyalty in Utility Customers (not previously taught so no class code)

Those who would benefit include:
o All Member-facing Employees – member services, call center, collections, energy services.
o Supervisors & Managers – responsible for shaping the member experience and guiding frontline staff.
o Communications/Marketing Staff – crafting messaging around member engagement and expectations.
o Community Relations & Economic Development Staff – representing the co-op in external relationships.

Why: Loyalty-building requires both frontline skill and leadership vision. With rising member expectations and social media risks, this is critical for anyone who directly or indirectly influences member trust.

August 5 from 8:30 a.m. to 2:30 p.m. – lunch is provided

Instructor: Chellie Phillips
Price for EMC employees: $400/pp