Login

The credentials you provided are not valid. Please try again.

Forgot your username or password?

To ensure the best value please be sure to login

is part of the , would you like to purchase ?

If yes, the following will be added to your cart:

Total savings for purchasing as a bundle:

Institutes

Schools

Conferences
& Seminars

Distance
Learning

Print E-mail a friend

CUES School of Applied Strategic Management^™ CUES School of Business Lending^™ - School I CUES School of Business Lending^™ - School II CUES School of Business Lending^™ - School III CUES Advanced School of Business Lending^™ CUES School of Consumer Lending^™ CUES Advanced School of Consumer Lending ^™ CUES School of Growth and Profitability^™

Schedule Sessions Speakers Hotel Travel CPE Sponsor

CUES School of Mortgage Lending^™ CUES School of Product and Channel Management^™ CUES School of Risk Management^™ CUES Advanced School of Risk Management^™ CUES School of Strategic Marketing^™ CUES School of Strategic Marketing^™ II

Schedule

The Credit Union Executives Society provides the best in credit union resources and professional development. The CUES School of Growth and Profitability is no exception. Send your credit union’s executives and management to this event, where they will learn practical steps to keep your credit union competitive now and in the future.

Class begins at 7:30 a.m. Wednesday with registration and breakfast. Class continues each day at 8:30 am until 4:00 pm. Friday’s class concludes at noon.

Wednesday, May 1
7:30-8:00 a.m.	Breakfast/Registration
8:00-8:15 a.m.	Welcome and Opening Remarks *Michael Neill*, President, MNA Consulting, Atlanta, GA
8:15-10:00 a.m.	Increasing efficiency/Becoming a high performing credit union Learn why efficiency is more important than ever Becoming a high performing credit union Developing formal benchmarks, KPIs and metrics Creating a balanced scorecard Q & A session
10:00-10:15 a.m.	Networking/Refreshment Break
11:15 a.m.-12:00 p.m.	Retail Profitability and Efficiency Sales & service culture–tomorrow! Managing channels–call center/branch/remote delivery Branch and call center analysis/metrics Branch profitability 101
12:00-1:00 p.m.	Luncheon
1:00-2:15 p.m.	Branch Design and Technology Discussion Branch of the future Leveraging branch technology Best practices banks and credit unions
2:15-2:30 p.m.	Networking/Refreshment Break
2:30-4:00 p.m.	Small Group Exercise–Building the Retail Branch of the Future Envision the branch 3 years from now–Vortex CU Key design items and technology Staffing–size, skillset, duties Performance measurements/scorecard design
Thursday, May 2
7:30-8:00 a.m.	Breakfast/Registration
8:00-10:00 a.m.	Defining a Credit Union Sales and Service Culture Introduction to the member-centric model Defining sales and service culture Importance of creating a sales and service culture
10:00-10:15 a.m.	Networking/Refreshment Break
11:15 a.m.-12:00 p.m.	Effective Change Management Key issues in sales culture development Leadership imperatives in culture change Hiring the Right People Designing position descriptions Defining the attributes of high quality service employees The importance of pre-employment screening to determine attributes Using behavioral interviewing to improve hiring decisions Sales and service culture hiring case study
12:00-1:00 p.m.	Luncheon
1:00-2:15 p.m.	Sales and Service Training - Part I Developing an effective sales and service training curriculum Receive a sample sales and service training curriculum Developing and assessing product knowledge Explore methods for effectively teaching internal and external service skills
2:15-2:30 p.m.	Networking/Refreshment Break
2:30-4:00 p.m.	Sales and Service Training - Part II Utilizing experiential learning techniques to internalize sales and service techniques Transferring training from the classroom to the workplace Implementing sales and service training for new employees Providing ongoing training opportunities in sales and service
Friday, May 3
7:30-8:00 a.m.	Breakfast/Registration
8:00 a.m.–10:00 a.m.	Goal Setting and Tracking Developing a service mission and service promises Creating service standards that are significant to employees and members Sales tracking Key automated sales tracking system criteria How and when to set effective sales goals Effective internal and external service tracking systems How and when to integrate mystery shopping into your sales and service culture Developing and Implementing Effective Incentives Learn how effective incentives create improved performance Understand the difference in incentives, recognition and bonus plans Learn the criteria for developing an effective incentive plan Receive a sample incentive plan proven to be effective
10:00–10:15 a.m.	Networking/Refreshment Break
10:15–12:00 p.m.	Sales and Service Coaching Challenges credit union managers face to develop as coaches Importance of coaching to the cultural development Learn what happens to performance when coaching ineffectively Characteristics of the effective coach Assess your current coaching capacity and identify skills to develop skills further The importance of performance management to the sales culture process The four types of performances How to identify performance problems How to resolve problem performance Learn many “one minute” sales and service coaching techniques for working managers The coaching role of senior managers in the organization Receive a coaching development action plan that can be used in your credit union to effectively transfer coaching knowledge to skill development Strategic Planning for Sales Culture Success Learn the importance that strategic planning plays in sales culture development Review a sample Sales and Service Culture Strategic Plan and Timeline
12:00 p.m.	School concludes

Login

There are errors, please see below for details.

Pay What You Can

Suggested Prices

is part of the , would you like to purchase ?

If yes, the following will be added to your cart:

Username:
Password:
	Remember me

Login

There are errors, please see below for details.

Pay What You Can

Suggested Prices

is part of the , would you like to purchase ?

If yes, the following will be added to your cart:

There are errors, please see below for details.

Your name:

Your e-mail Address:

Recipient's e-mail Address:

Subject:

Message: