Two New STAR Modules To Be Released In October
Member Service and Robbery Prevention/Preparation are Topics

October 25, 2001

FOR IMMEDIATE RELEASE
Contact: Jim Jerving
jjerving@cuna.com
(608) 231-4891

MADISON, WI – Two new Staff Training and Recognition (STAR) modules will be released in late October 2001. They are S1300 Member Service: Exceeding Expectations and S1320 Robbery Prevention and Preparation.

S1300 Member Service: Exceeding Expectations describes member service that goes well beyond the basics. It focuses on how to identify and capitalize on opportunities to provide superior or magnificent service that builds member loyalty and gains an increasing share of members' business. Issues covered include:

• Determining member needs and preferences;
• Sustaining member relationships;
• Exceeding member expectations in difficult circumstances;
• Understanding the impact of technology on service delivery.

Each chapter begins with an in-depth case study of superior service, and ends with a review to help readers apply the service principles. Inspirational quotes and real-life examples emphasize proven philosophies and examples of high-quality service.

S1320 Robbery Prevention and Preparation provides an extensive look at robbery and its aftermath, as well as prevention strategies. This module builds on material covered in S030 Security and S910 Security Issues. Completion of those modules, however, is not a prerequisite for S1320. Students completing the module will have a good grasp of how to deal with the threat of robbery. Activities encourage staff to take an active role in robbery prevention programs at your credit union.

Each chapter begins with a "case study" that challenges the student to draw lessons for his or her own credit union. Issues covered include:

• Training and practices for dealing safely with robbery;
• Credit union security systems;
• Robbery-conscious procedures during the workday;
• Police and press relations after a robbery:
• Hostage taking, extortion, and bomb threats.

The Staff Training and Recognition (STAR) program provides self-study courses on a wide range of topics. STAR training strengthens staff skills, builds a solid base of credit union knowledge, and boosts staff confidence. For more information, contact your state league.

In partnership with state credit union leagues, CUNA's Center for Professional Development is the premier provider of educational products and services to the Credit Union System. It offers training to credit union professionals in a variety of formats, including schools, conferences, certification programs, and educational print, video and software products. For more information, visit training.cuna.org.

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