Focusing On Member Service

by Banking.com Staff November 17, 2010   Insights

Between serving customers/members, managing employees and day-to-day operations, running a financial institution can be a daunting task. John Franklin, executive vice president and chief operating officer for the Credit Union National Association, offers advice about staying focused on member service:

“The challenge is to delegate responsibility for handling distractions while maintaining your focus on member service. Let your capable staff deal with the distractions. Clearly define your desired results and expected completion dates, and provide resources and training to enable success.

When it comes to training, don’t reinvent the wheel. There are many excellent training programs and tools to help you with regulatory compliance, human resource issues, and other facets of credit union management (visit training.cuna.org).”

For more insights on member service, visit Credit Union Magazine.

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