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A few years ago we presented a panel discussion at the Great New England Credit Union Show to provide valuable insight on ways to help credit unions significantly improve employee performance. The title of our presentation was “The 6 Essential Components to Increasing...

Frontline employees are tasked with building strong relationships with customers in very short windows of time. From cashing checks, to making payments on loans, to renewing certificates of deposit, customers expect employees to work quickly and efficiently so that they can move on...

When training adult learners, several factors must be given heavy consideration. Adults best learn when they know why they are learning what they're learning, the learning is experiential, it addresses various learning styles and the process is both positive and ongoing. Adults also...

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We believe that among all the question types at our disposal, the open-ended question is the most valuable in uncovering customer’s needs (hence, the king of all questions).  When you ask a great open-ended question (one that comes out naturally, and is relevant to the given discussion), it allows your...

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