Becky McCrary is an internationally recognized expert on customer service and relationship networking. Her consistent excellence and expertise make her a favorite for staff and leadership training events. She excels at an All Staff Training Day! She brings energy and excitement to the entire day, while she empowers and equips the entire organization.

Service is not a department – it’s a culture.

Why have Becky? She spent over 20 years in the financial services industry, experiencing almost every aspect of the operation…from the teller line to mortgage lending, from the call center to branch operations to business development. She’s taken service complaints from an average of 60 per month to one per quarter and has the honor of having been named Business Development Professional of the Year by a national trade association.

“Becky McCrary does not disappoint! I could tell she had attendees hooked in just the first few minutes. She drew on her experiences and that resonated well with the audience, she could honestly say she had been in their shoes. The ultimate professional, delivering the perfectly tailored message at the perfect time. Attendees left with information they could use the next day! For a meeting planner, she is the trifecta of speakers, reliable, educational and entertaining. She made me look like a rock star!” Rachel Selsky, PHR, AMOCO FCU

Becky is an elite Certified Speaking Professional. Fewer than 10% of the professional speakers in the world hold this credential…and only 215 women!

Clients often choose from her most popular topics. When something unique is required, Becky is happy to develop a session to meet your needs. Not only do your people leave energized and inspired, they gain solid information to help them embrace the change of an uncertain business climate.

Topics for Training and Breakout Sessions:

Unimaginable Service: Nothing but WOW from the Phone to the Front Line!
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When we experience outstanding service, we may tell one or two people about it.

Pack the room!

When we have an unpleasant situation, many of us share that with as many as twenty people. Customers will talk about your service. You get to write the script. Making the connection is the beginning of unimaginable service.

But this isn’t about us. It’s about them! Service isn’t about our product of the month. It isn’t our awesome brochure or winning web site. Service is about what puts one particular person in a better financial situation. Service is preparation. It’s listening. It’s being aware of opportunities. It is job knowledge and passion for one customer.

You get to write the script. Let it be for each customer to walk away, sign off, or hang up saying, “WOW! I’ll never do business with anyone else!”

(90 minutes – 5 hours)

Unimaginable Service: It Just Keeps Getting Better!
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Even in this electronic age, customers continue to want that personal touch. Survey after survey confirms many of them want to come in, call in, somehow communicate with us directly. We are available, intent on meeting or exceeding their expectations. Is it enough? How do you meet or exceed expectations when we don’t know what they are? What makes customers come in and come back? Does coming back mean they are delighted with our service?

Financial service is a relationship business. Appropriate body language and listening techniques are critical to confirm our interest in the financial well-being of our customers. Revisit, refresh, or revise your conscious, or unconscious, decisions in the use of non-verbal communication, word choice, and listening skills. Determine 4 response methods which will generate feedback and interest in listening.

Unimaginable service doesn’t end when they walk away or hang up. Identify areas that affect your ability to absolutely delight your customers. Take 5 steps to engage them. Find 6 tips for taking interest. Identify 7 behaviors guaranteed to frustrate them ~ often to the point of never returning. Master 8 stress management tips to use when confronted by those who push, pull or prod.

(up to six hours)

Listening – More Than Waiting For Your Turn to Talk
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Can you believe how bad we are at listening? While others are sharing their insight and information, our minds wander off to the kids’ ballgames, our to-do list, or our response to the subject at hand. Your group will roar with their new awareness of the excuses we make and how they interfere with our desire to understand.

Modules include…10 Worst Excuses For Not Listening; 5 Tips for Effective Listening; Traits of a Great Listener; Getting Interested in Interest; and Effective Feedback.

(great for up to 90 minutes)

Relationship Networking – On Purpose!
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Have you ever walked in to a room full of strangers and froze? Do you look for a familiar face and spend your time socializing, instead of prospecting? Are you uncomfortable exchanging business cards or offering a handshake? This recovering wallflower went from zero business contacts to over 2000 in less than five years, and was named Business Development Professional of the Year by a national trade association.

Modules include…The Power of Preparation; Greeting Strangers; Developing an Aura of Power and Influence; Roarin’ Rolodexes; Separating Yourself From Monopolizers; A Servant Heart; Fabulous Follow Up; and What To Do When It Doesn’t Work.

(perfect for a 90 minute session; a 25 minute speech; or a two-day hands-on Academy)

Business Development: Taking It to the Streets
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Whether you are new to the position or a tenured BDO, you won’t want to miss a minute. You are the face and often the voice of the company to most potential customers in your area. Come get energized or re-energized to tell your story.

Learn to make the room work for you. Get the most out of your partnerships. Pique their interest in your products and services. Set the room to get the maximum attention. Make the best impression while leaving a lasting impression. Business development is more than doughnuts and a smile!

(up to nine hours or combine it with Relationship Networking “On Purpose!” for a two-day Academy)

Your Professional Image – One Neat Package
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Researchers tell us that impressions are formed within eight seconds of meeting someone for the first time. Before we open our mouths, they decide our position, education, financial status, authority, care level, abilities, etc. All of this is accomplished by our body language and style.

Through style, we express the positives of who we are or strive to be. We reflect self-confidence and self respect within the guidelines of the world in which we live or work. It’s through style that we project our image.

Discover the traits that make up you image. Learn proven techniques to improve your listening skills, your professional appearance, your attitude. Break out of the mold if you choose, but know the risk ahead of time!

(up to 75 minutes)

I am NOT a Salesman!
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Have you adopted a “sales culture” recently? Noticed mutiny on the part of employees?

No one likes to be sold to, yet everyone loves to buy. Your position in the company is not that of a salesman. You are a solution provider! When customers see you as knowledgeable and concerned, they will look to you for suggestions. Your focus is to put ONE person in a better situation.

All Staff Day!

Identifying problems and matching them to products and services takes focus.

In our highly-interactive time together, you’ll find a multitude of solutions for your customers’ everyday problems…solutions specifically offered by your organization. You’ll discover techniques to use when you take responsibility for attitudes, yours and the customers’, and learn to mirror for effectiveness.

You’ll walk away with a clear focus. And you still won’t be a salesman!

(up to 90 minutes)

Trade Show Success
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Your trade show expos are a huge part of your annual conventions. Exhibitors depend on the opportunities to meet your participants and expand relationships. You depend on the revenue. Would you like to get more out of them?

Before your next event, learn tips and techniques on how to make great first impressions and get more out of their time there. Help them learn to meet, greet and welcome, without expecting to give a sales presentation in three minutes or less. This is the time to plant seeds of interest. The harvest will come later.

(up to 45 minutes)

Mining the GOLD in Your Team
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Wouldn’t it be easier if you just did it yourself? You can do everything. But you CAN’T do everything. You need a team. Doesn’t somebody have to be in charge? Find the GOLD that’s waiting to be mined.

Exercises generate energy that can be linked to positive job experiences. Simulations can help identify and discuss real issues. What would your organization look like if you traded competition for collaboration? Goals and Results, Organizational awareness, Long term changes, Debriefing all demonstrate that team building exercises have merit and application to the business.

(Plays and debriefs well in 3.5 hours)

Political Involvement – It isn’t fatal!
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Called your congressman lately? Know who is on the committee most important to your organization? Break out in a cold sweat at the prospect of getting a call from one of them? Laugh and learn tips to overcome activism reluctance. You’ll identify with Becky’s hilarious experiences and find workable solutions to being politically involved where you are.

Modules include…Preparing for the Call; Preparing for the Return Call; Identifying the Need; Locating Your Resources and much more.

Additional Topics for Credit Union Leagues and Associations:

Visionary Volunteers
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When your credit union reaches out to involve volunteers in boards, committees and councils, as your employees step out into the communities and assume leadership roles, as you work to enhance a cross-training environment where staff members step up and say “Sure, I’ll do that,” the unknown factor is usually their vision.

When volunteers serve an organization, the attitudes they bring to their servant roles directly affect the success of the group and the mission of the organization.

Learn the value of Learning and Listening, balance the Requirement of Commitment and Action, embrace the Diversity of Talents and Opinions, and adopt an Attitude of Servanthood. Your volunteer group and your credit union may never be the same!

(90 minutes)

Attracting Volunteers: Magnetize Your Credit Union
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According to Webster, magnetize means to exert an irresistible influence upon something. Learn three expectations of prospective volunteers. Learn five ways to attract volunteers to your credit union.

Looking for Board members, Supervisory Committee members, Loan Committee members, volunteers in general can be exhausting. Your members are busy. Why would they want to spend their free time working at the Credit Union? Because you are irresistible!

(75 minutes)

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