Illinois Credit Union League
Education Opportunity
Date: November 3, 2015
10:00 a.m. Central Time
60 minutes
Session Code: 663
Handling Irate Members
In theory, if we provide members with what they need and want, they will never get “irate”. But what happens when
they do? This program deals with the process of handling irate members.
Specific topics include:
• Understanding What Members Need And Want
• Understanding Why Members Get Irate
• How To Handle Complaints The Cycle
• The Role Of Communication
• Words, Phrases And Actions To Avoid
• It’s The Little Stuff!
• The Critical Conclusion – What Is At Stake
Speaker Information
John Baptista, Jr. combines over 37 years in the financial industry, including 32 years in management, and over three decades as
a trainer and consultant. His lifetime of customer relations and ‘real world’ experiences, provide a new learning dimension to
each of his programs and training seminars. He is an alumnus of the University of Southern California and the University of San
Diego.
About this Program:
This program is delivered via telephone. You will receive handout materials prior to the session. Your registration covers and unlimited
number of participants from your phone connection. In addition, this session will be recorded and an audio archive will be available for 60
days. You can access this archive 24/7. If you have not received your handout materials 3 days prior to the session, contact the Education
Department at 800-942-7124.
Illinois Credit Union League
Education Department
1807 W Diehl Rd
Naperville, IL 60563
Phone: (800) 942-7124
ICUL.Education@icul.com
© 2015 Illinois Credit Union League. All Rights Reserved. The materials for this presentation may not
be copied, recorded, redistributed, or publicly displayed without prior written consent from the
Illinois Credit Union League.
Cancellation/Substitutions: No Charges for substitutes at any time. No refunds will be granted for
cancellations received less than 10 days prior to the workshop date, or after participant passwords
and handout materials have been issued. All No-Shows will be billed.