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One Hour QuickBite Teleconference

Telephone Etiquette

April 21, 2010

10:00 a.m. to 11:00 a.m. CST

$99.00 per telephone line

Today's young credit union members are doing up to 75 percent of their credit union transactions by telephone. Even their parents are taking their in-branch business to the phone lines. In fact, analysts predict that within five years, most routine credit union transactions will be conducted on the phone or online.  No wonder a positive telephone presence is rated by managers as one of the most important skills they look for in a member-contact position!  

In this 60-minute phone seminar you’ll learn how to create a positive telephone presence that will help you establish immediate rapport with members. Moreover, you’ll learn how to deliver top-notch service over the phone.

Speaker: Kellie Kettelboeter is one of the country's most sought-after sales and service trainers. During her tenure in the credit union movement, she has trained thousands of employees and has consulted with more than 50 credit union clients, helping them develop and manage a sales and service culture. She brings real world, hands-on experience to her clients having also served as a Branch Manager and as the National Training Director of a large credit union prior to her consulting work. This hands-on familiarity with coaching both frontline and support employees makes her keenly aware of the unique nature of credit unions, and the challenges that they face.

 Known for her enthusiastic, straightforward and honest approach, Kelly is an advocate for positive change and the credit union philosophy. She helps people and organizations recognize and leverage their potential, strengths and skills to achieve results.

Kelly received her graduate degree in Human Resources and Communication at Elmhurst College. Kelly is a certified trainer in CUNA Mutual's Business Development Sales Training©, Sales Leadership Strategies© and Service Edge Training© (a program focused on Credit Life and Disability sales). In addition, Kelly is certified in Advanced Need Analysis and Web-Based Training from Langevin©.

What You Get For Your Investment:

• 1 hour training session via teleconference that provides a convenient way to train staff.

• No travel expenses or time away from the office which means you save money in your training budget.

Get Connected: It’s as easy as 1 - 2 - 3!
It’s easy and very convenient for you to participate. Here’s how it works…

1. Fill out the information below and submit registration.

2. Prior to the teleconference, you will receive telephone dial-in procedures and PIN number along with handout materials.

3. On the day of the conference gather all the attendees for a mid-morning QuickBite by placing your telephone on speakerphone, distribute copies of the handout material, and enjoy this educational snack!  Questions are welcomed and encouraged!

Cancellation/Payment Policy: Substitutions are always welcome. No-shows and cancellations received five days or less prior to the event will be invoiced for the full registration fee. Please do not send payment; your credit union will be billed. Password information and materials will be e-mailed 48 hours prior to the session.