Credit Union Member Experience Training

Make Member Experience a Measurable Strength

  • 1/2 – 1 Day
  • Certification Given

Clear, practical training tailored to credit unions, grounded in real experience with credit union teams across Ireland. Build confidence, consistency, and connection at every member interaction.

BOOK FREE CONSULTATION FREE CX ASSESSMENT

Trusted by leading organisations:

Trusted by leading organisations:

Overview

Our Credit Union Core Essentials course is the result of years of Customer Experience Training, distilled into only the most important elements for Credit Unions. This course provides a quick and practical approach to delivering exceptional service for all credit union roles. Its perfect if you have a specific Customer Service issue you need addressed.

The Results You Can Expect

  • Teams who handle tricky conversations with more confidence
  • Members who feel heard, respected, and supported
  • Consistent, high‑quality service your credit union can depend on
  • Managers who lead with clarity and coach with purpose

Our Most Popular Workshops for Credit Unions

These four workshops can be delivered individually or as an integrated programme – building connection, confidence, and capability across your teams.

Click to Learn More:

Member Service Core Essentials

This workshop helps your frontline team deliver consistent, high-quality service across every branch and every interaction. As competition increases, consistency is what builds trust and keeps members coming back

Who is this course for?

  • Managers who want consistent service without relying on their strongest team members

What your team will learn:

  • Clear standards everyone can follow – not just top performers
  • A culture where people support each other rather than compete or coast
  • Resilience when staff leave or new people join
  • Systems that reduce burnout and improve consistency
  • Teams that show up and deliver excellent service

Handling Difficult Member Conversations

This workshop gives your staff the confidence to deal with difficult member conversations. Your team walks away with a clear framework to de-escalate difficult situations while maintaining the relationship.

Who is this course for?

  • Frontline staff who need confidence and a framework to manage difficult conversations

What your team will learn:

  • How to say no (to a loan, a withdrawal, a request) without damaging the relationship
  • Reframing conversations: tell them what you can do before what you can’t
  • Managing members who are distressed, anxious, or struggling to communicate
  • Staying calm when emotions run high
  • Turning tension into trust

Upselling with Confidence: Member‑Centred Financial Conversations

We help your frontline team turn routine transactions into helpful conversations that genuinely help your members.

Who is this course for?

  • Staff who want to help members but worry about feeling “salesy”

What your team will learn:

  • Sales as a conversation with purpose — being genuinely helpful
  • Spotting life moments when members need different solutions (school fees, home improvements, loan consolidation)
  • Asking questions that uncover real needs instead of processing transactions blindly
  • Offering options that serve the member (e.g. suggesting a loan instead of depleting savings)
  • Confident language that feels like helping, not pushing

Leadership for Member Excellence

Credit union managers are balancing member care, regulatory compliance, and team performance—often without formal leadership training. This workshop equips managers and future managers with the skills to lead with clarity and purpose through a period of change.

Who is this course for?

  • Managers who need to connect credit union goals with coaching and leadership at ground level

What your team will learn:

  • Understand where you stand as a leader (with option of leadership profile)
  • Turn strategy into service behaviour
  • Lead change and culture by example
  • Support performance without resentment
  • Coach with credibility and confidence
  • Create a pipeline of sustainable leadership

Our Most Popular Workshops for Credit Unions

These four workshops can be delivered individually or as an integrated programme – building connection, confidence, and capability across your teams.

Click to Learn More:

Member Service Core Essentials

This workshop helps your frontline team deliver consistent, high-quality service across every branch and every interaction. As competition increases, consistency is what builds trust and keeps members coming back.

Who is this course for?

  • Managers who want consistent service without relying on their strongest team members

What your team will learn:

  • Clear standards everyone can follow – not just top performers
  • A culture where people support each other rather than compete or coast
  • Resilience when staff leave or new people join
  • Systems that reduce burnout and improve consistency
  • Teams that show up and deliver excellent service

Handling Difficult Member Conversations

This workshop gives your staff the confidence to deal with difficult member conversations. Your team walks away with a clear framework to de-escalate difficult situations while maintaining the relationship.

Who is this course for?

  • Frontline staff who need confidence and a framework to manage difficult conversations

What your team will learn:

  • How to say no (to a loan, a withdrawal, a request) without damaging the relationship
  • Reframing conversations: tell them what you can do before what you can’t
  • Managing members who are distressed, anxious, or struggling to communicate
  • Staying calm when emotions run high
  • Turning tension into trust

Upselling with Confidence: Member‑Centred Financial Conversations

We help your frontline team turn routine transactions into helpful conversations that genuinely help your members.

Who is this course for?

  • Staff who want to help members but worry about feeling “salesy”

What your team will learn:

  • Sales as a conversation with purpose — being genuinely helpful
  • Spotting life moments when members need different solutions (school fees, home improvements, loan consolidation)
  • Asking questions that uncover real needs instead of processing transactions blindly
  • Offering options that serve the member (e.g. suggesting a loan instead of depleting savings)
  • Confident language that feels like helping, not pushing

Leadership for Member Excellence

Add Credit union managers are balancing member care, regulatory compliance, and team performance – often without formal leadership training. This workshop equips managers and future managers with the skills to lead with clarity and purpose through a period of change.intro

Who is this course for?

  • Managers who need to connect credit union goals with coaching and leadership at ground level

What your team will learn:

  • Understand where you stand as a leader (with option of leadership profile)
  • Turn strategy into service behaviour
  • Lead change and culture by example
  • Support performance without resentment
  • Coach with credibility and confidence
  • Create a pipeline of sustainable leadership

What had felt like ‘selling’ now feels like helping the member and giving them options.

“Maureen’s workshop gave our team practical tools they could use straight away. What had felt like ‘selling’ now feels like helping the member and giving them options. The workshop has given our team increased confidence. We notice a difference and it shows through in how they engage with members.”
Kate Stack
Manager, Midleton Credit Union

What Your Teams Will Gain

  • Clarity on what “good” looks like – no more guessing what managers expect
  • Confidence in tricky situations – financial distress, complaints, emotional conversations
  • Language that feels authentic – member‑centred, not scripted
  • Tools they’ll actually use – practical, not theoretical

What Your Managers Will Gain

  • The bridge between KPIs and coaching – translate Board goals into daily behaviours
  • Coaching skills that work in credit union culture – supportive, not authoritarian
  • Standards your team can follow consistently – across all branches and shifts
  • Confidence to lead service change – without overwhelming your team

Unlock up to 80% Funding

You may be eligible for up to 80% funding towards this training through the Department of Social Protection’s Disability Equality and Inclusion Training Grant. This government support is designed to help organisations and employers make their workplaces more inclusive and accessible.

We’ll guide you through the entire process – from checking eligibility to submitting your application – so that your team can access this funding. It’s a great initiative and a great way to invest in inclusion and diversity training while keeping your training costs low.

learn more

Ready to take the next step?

Fill out our easy form:

Book a free consultation:

Have a free consultation call to see how we can best help you.
No commitment, just advice.