Member Service Excellence

Member Service Excellence
Presented by Kevin Cahalane
Australia's most successful and results driven membership sales/service trainer

Turn Your Member Service Department into a Revenue Generating Powerhouse

A dynamic one day workshop, designed for Membership Managers and Team Leaders, 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 2009 and beyond.

This workshop will be delivered by Kevin Cahalane, one of Australia’s most experienced and respected membership professionals.  The workshops will be conducted from late February 2009 in Sydney, Melbourne, Brisbane, Adelaide, Perth plus Wellington and Auckland, New Zealand.

The workshop will be delivered in ‘real time’ mode – reflecting today’s tough 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 -
➢    Over 30 tools to drive your team to be the best!
➢    Practical, simple, yet powerful team building exercises that will motivate and inspire your people.
➢    A complaints management system for you to implement – if you reduce complaints you can double your revenue!
➢    A member service training program (16 modules) that you can design and deliver yourself for ongoing team skills development.

•    Turning every member interaction into revenue –
➢    How to turn prospect enquiries into members.
➢    How to sell more merchandise, memorabilia, fundraising events, functions, professional development services 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 a 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 maximise every prospect and member sales/service opportunity and major revenue earnings.

Participants will receive:
•    Skills building, team building and motivational tools and resources.
•    Customer Service Excellence – 16 module training program – full of quality content, 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 managing a culture of excellence and managing 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.


What others have said about Kevin...

"Throughout my professional career, I have engaged the services of Kevin Cahalane to provide guidance in growing the business. Kevin uses a range of proven tools, methods and techniques focused on measurable results and business outcomes.

Key services that we have used include:

  • Customer/member retention initiatives and programs
  • Customer/member re-activation campaigns
  • New business sourcing
  • Customer/member growth strategies

Kevin's business experience along with his passion and dedication in getting results for his clients makes him an ideal choice in our work environment."
Cris Massis
MBA, Director, Victoria, CPA Australia


"Thank you so much Kevin for sharing your wealth of knowledge and expertise to support my team with member recruitment and advertising and sponsorship sales. What makes you a great success in training and coaching staff is your practical advice, easy going style and your professionalism to keep involved (care!). Your support and guidance to my teams is greatly appreciated. You make me look like a star!"
Allison Barrett – Marketing & Communications Manager, REINSW

"Kevin covered a varying array of topics which resulted in some great outcomes. Made a normally shy team come out of their shell!"
Lisa Psomas, Campus Administrator – Manager of Member Services, Deakin University Students' Association

"Excellent.  Kevin  managed the expectations and different team members well.  Very professional and lots of examples provided."
Vicki Seccombe, National Manager – Member Liaison, Financial Planning Association of Australia

"Kevin, we made an excellent team! The programs we developed have been working extremely well – with outstanding results in the areas of gaining new members, keeping members informed and gaining back those members who had not rejoined. Very pleasing."
Charmaine Hart
Membership Manager, Victorian Arts Centre

Where & When (all CBD locations )

Melbourne- Friday, 20 February 2009

Australian Hotels Association
1/1 Little Collins Street
Melbourne VIC 3000

Sydney - Monday, 23 February 2009

MTA House
43-51 Brisbane Street
Darlinghurst NSW 2010

Brisbane - Tuesday, 24 February 2009

Kevin Cahalane - CEO, Membership Growth
Kevin Cahalane is Australia's most experienced and successful membership practitioner having worked over the past 15 years with some of Australia's top Associations, Clubs and Organisations including CPA Australia, Pacific Area Newspaper Publisher's Association, Australian Physiotherapist's Association, Victorian Arts Centre, numerous Australian Football League Clubs and National Rugby League Clubs, the Sydney Turf Club and Business and Professional Women's Association.  Kevin is the publisher and principal author of the Membership Growth Toolkit, a complete solution for organisations facing a range of membership related challenges.

Name Price Fee
NFPN Member $390 $9.75
Membership Growth Member $390 $9.75
Non-member $490 $9.95

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