Member Service (and Sales) Excellence
Turn Your Member Service Department into a Revenue Generating Powerhouse
The Member Service Excellence Leadership Development Workshop
A dynamic one day workshop, designed for Not-for-Profit Membership Managers, Member Services Managers, General Managers, Sales Managers, Admin Managers, Team Leaders and key staff that will give you the tools and resources to build member relationships and loyalty, recruit more members, keep member renewals strong, earn significantly more member revenue … and recession-proof your organisation in 2010 and beyond.
This workshop will be delivered by Kevin Cahalane, one of Australia’s most experienced and respected membership professionals. The workshop will be conducted in the following locations in 2010, from 8:30-4pm each day: Venues will be CBD and advised in January.
• Adelaide, Wednesday 17 February 2010
• Brisbane, Wednesday 9 June 2010
• Sydney, Thursday 10 June 2010
• Melbourne, Tuesday 15 June 2010
• Perth, Friday 18 June 2010
• Auckland, Wednesday 23 June 2010
• Christchurch, Friday 25 June 2010
The workshop will be delivered in ‘real time’ mode – reflecting today’s demanding conditions and what you can do to turn membership services into a revenue generating powerhouse.
Workshop content to include:
• Developing a Member Service Culture of Excellence – where your member is #1
• Over 30 tools to drive your team to be the best! And deliver the best service.
• Practical, simple, yet powerful team building exercises that will motivate and inspire your people to go the ‘extra mile’ for their members (and internal team mates)
• A complaints management system for you to implement – if you reduce complaints by 15% - you can double your revenue!
• Turning every member interaction into revenue.
• How to turn prospect enquiries into members; how to turn members into advocates
• How to sell more merchandise, memorabilia, fundraising events, functions, professional development services, membership upgrades than you ever thought possible.
• How to develop a member ‘keep-in-touch’ program for (a) first year members and (b) your total membership base.
• How to make outbound calls to prospects and members – for recruitment, retention and revenue earning growth.
• How to win back lost members.
• Putting it all together for RESULTS – The role of a leader in today’s member services environment.
• Hiring, inducting, motivating and building your team to be the best in the business!
• Conducting team meetings with flair and focus.
• How to coach and mentor your team members, to deliver superior service, maximise every prospect and member sales/service opportunity and build your revenue exponentially.
Participants will receive:
• Skills building, team building and motivational tools and resources.
• Member Service Excellence – a 16 module training program – full of quality training content and easy to utilise for great results.
• A set of notes and handouts – invaluable future reference material.
• A coaching guide, covering all aspects of member service telephone usage – incoming and outbound contacts.
• Leadership Excellence – a series of 50 inspirational articles, quotes and ideas for leaders.
• Resources for building a culture of excellence and reducing complaints.
• The above will either be delivered in hard copy during the course or on a DVD – in Word format, for you to utilise in the future.
FEES
Australia AU$449 for 1 – 2 participants / AU$399* for 3 + participants from the same organisation (fees are inclusive of gst).
New Zealand NZ$449 for 1 – 2 participants / NZ$399* for 3 + participants from the same organisation (fees are inclusive of gst).
*For three or more particpants form the same organisation please use the code MULT to receive the discounted fee.
MEMBER FEES: members will receive via email a code to enter for member discount
Australia AU$349 for 1 – 2 participants / AU$299* for 3 + participants from the same organisation (fees are inclusive of gst).
New Zealand NZ$349 for 1 – 2 participants / NZ$299* for 3 + participants from the same organisation (fees are inclusive of gst).
**"if you have not received a code via email"
Not-For-Profit Network members please email sharon@nfpn.com.au for your code.
Membership Growth Members please email kevin@membershipgrowth.com.au for your code
BOOK NOW HERE AUSTRALIA
