During the CUNA World-Class Service Leadership School credit union professionals will study the service model of The Ritz-Carlton and gain a framework for transforming their service culture.
The May 8-10 event will be held at The Ritz-Carlton Denver.
During the school’s sessions, attendees explore The Ritz-Carlton’s service approach from employees and representatives from The Ritz-Carlton Leadership Center, a group that empowers organizations to improve their service environments.
“As a manager who has been serving members and leading staff for over 15 years, this program brought wonderful new insight and a breath of fresh air. It reminds us that you never stop learning, “ said Carrie Strauser, branch manager at Honda FCU, Torrance, Calif.
“Credit unions don’t just have to look to other credit unions for inspiration on member service,” said Kristin Ryan, CUNA director of learning events. “The Ritz-Carlton offers a sterling example of going above and beyond customer expectations to create a complete, memorable experience. By adopting their model, credit unions can dramatically increase the efficacy of and satisfaction with their service.”
Rick Olson, credit union speaker and author of “Unleash Your Greatness,” will also lead sessions on coaching, accountability and the process of designing a service program.
Every attendee of CUNA World-Class Service Leadership School will receive a copy of “The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience,” by Joseph A. Michelli, which offers a deeper dive into the philosophy and organizational style of The Ritz-Carlton service model.