As Maya Angelou once said, “Do the best you can until you know better. Then when you know better, do better.” That philosophy perfectly captures what’s happening with credit union member experience training today.
Too many places offer generic, one-size-fits-all training programs that barely scratch the surface. But here’s the thing…real impact requires something more intentional. It needs customization specifically to your credit union’s culture, challenges and member base.
The most successful credit unions are moving beyond cookie-cutter approaches and embracing training that actually transforms how staff interact with members. They’re seeing remarkable improvements in both employee confidence and member satisfaction.
What’s driving this shift? Three key improvements are changing the game.
1. Better Coaching and Accountability
Many managers struggle with holding their staff accountable to member experience standards. There’s no shame in that fact. It’s just hard. Managers know what good service looks like, but they don’t always know how to coach their team to deliver it consistently.
That’s where targeted coaching for managers changes everything. The most effective credit union member experience training programs now focus on equipping managers with the tools they need to coach their teams effectively. It’s a one-two punch – give staff the skills and empower managers to reinforce those skills.
These coaching sessions for managers typically happen twice a year and zero in on real-world scenarios. Managers learn how to have those crucial (yet awkward) conversations about member interactions. They practice giving constructive feedback, setting clear expectations and holding people accountable.
Coaching sessions aren’t simple feel-good exercises. They’re meant to give your program teeth. Staff must live the program for members to love the program…but what’s not enforced will never be lived.
2. Better Engagement
Let’s be honest: traditional training often feels like sitting through a lecture. You know the drill. PowerPoint slides, note-taking and hoping people stay awake rule the day.
Today’s credit union member experience training flips that script entirely. Interactive technology creates engaging, memorable experiences that actually stick with staff long after the session ends. Here are two ways to heighten your training session engagement:
- Kahoot – Gamify your training and maintain staff attention with Kahoot. Instead of passive listening, staff are actively competing while learning about member service excellence. When your team is gaming while learning, they’re far more likely to remember and apply those skills with actual members.
- Ecamm – Video conferencing tools like Ecamm also elevate the training experience by enabling high-quality, interactive virtual sessions that feel personal and engaging. These platforms allow for breakout discussions, role-playing exercises and real-time feedback that rivals in-person training while providing the remote flexibility busy credit union schedules demand.
The engagement factor matters more than you might think. When staff genuinely enjoy their training experience, they’re more motivated to implement new strategies with members.
3. Better Resources
Another significant improvement in credit union member experience training is the development of accessible resources that support ongoing development. Three top resources are:
- Managers’ Guides – These are game-changers, providing supervisors with structured frameworks to better understand the material. They make it easy for managers to maintain training momentum between formal sessions.
- Session Recordings – Getting recordings creates an invaluable training library that serves multiple purposes. New employees can access these recordings as part of their onboarding process, and existing staff can revisit specific topics.
- Living The Brand Videos – Living The Brand is a three-to-seven-minute monthly video newsletter delivering quick brand and service tips. This is a fast, effective way to keep training going between larger sessions. It also poses questions for group discussion at the end of the video.
The Future of Member Experience Training
Exceptional member service requires more than good intentions. It requires systematic, ongoing development supported by the right tools and accountability structures.
Credit unions that invest in better member experience training are positioning themselves for sustained success in an increasingly competitive marketplace. The member experience has become a key differentiator, and the training that supports it must evolve accordingly.
The best part? These improvements aren’t just theoretical…credit unions across the country are already using them. On The Mark Strategies customizes the member experience program to you while including two manager coaching sessions, engaging presentation technology and accessible resources as part of the experience.
Book your free consultation today. Your credit union isn’t cookie-cutter…your service program shouldn’t be either.
