Learn how to develop gold ribbon service to strengthen your bottom line at this year's institute.
How often have you attended a training session, been revved up by the speakers and the content and then returned to your credit union and implemented absolutely nothing you’ve learned? It’s a common occurrence, but not at the World-Class Service Leadership Institute.

Strategies you'll be able to apply directly to your credit union, include:

• Hiring: How to remove much of the risk in hiring.
• Member Loyalty: What you can do to create a very loyal member.
• Empowerment: How you can generate "total engagement" from employees.
• Service Standards: Why it’s important to define standards and ensure consistency.
• Daily Lineup: How you can make a difference with a daily ten-minute morning meeting.
• Career Growth: Why you should put your employees on an “intentional plan” to quickly advance their careers.

In addition to these takeaway strategies, all attendees will receive the Zappos.com 2010 Culture Book.

Experience a behind-the-scenes look at how the best in the service industry – The Ritz-Carlton – has built its world class reputation. The Ritz-Carlton’s entire culture is built on service. It’s undoubtedly been the driving force in their phenomenal success. At the institute, you’ll learn how to apply the secrets of The Ritz-Carlton directly to your credit union.

The Institute will provide you with a unique, behind-the-scenes look at how The Ritz-Carlton achieves unparalleled service, including:

• How their entire organization embraces service, and applies it not only to courteous treatment of guests, but to process improvement and active response to feedback.
• Why in The Ritz-Carlton culture the “back of the house” is considered the “front of the house,” and how you can use the same tactics to align your front office with your back office.
• How credit unions have implemented The Ritz-Carlton tactics immediately, and successfully, in their own operation.

This is an opportunity that doesn’t come every day. After years of working with The Ritz-Carlton, CUNA has established a relationship that has opened some very exclusive doors for you.

Plus - the first 25 to register will receive Joseph A. Michelli’s eye-opening book, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience, courtesy of The Ritz-Carlton Hotel Company.

“Having the exclusive opportunity to experience the Ritz Carlton’s world-class service first-hand was phenomenal. I’d recommend the institute to any successful credit union looking to take their service to the next level. The presentations had me on the edge of my seat, and the group participation took the learning to the next level. I literally could not wait to return to my credit union and start implementing what I learned.”
– Sandy Warner, Vice President Financial Services, Connexus Credit Union

CUNA World-Class Service Leadership Institute: May 21–23, 2012

The Ritz-Carlton hotel in Denver features 202 spacious guest rooms including 47 suites, 32 Club Level rooms and one Ritz-Carlton Suite. With the largest guest rooms in the city, guests can enjoy sweeping views and luxury to match.

Some of the amenities and services available at this exceptional hotel in Denver, Colorado include:

• A prime location in the Downtown Denver corridor
• ELWAY'S Downtown, the hotel's signature restaurant, named for Denver Bronco quarterback and NFL Hall of Fame Inductee John Elway.
• FORZA Fitness Club, adjacent to the hotel, features an indoor lap pool and indoor basketball court.
• The Ritz-Carlton Spa, Denver is located on the hotel's spa level, and features eight treatment rooms, a VIP suite and separate Ladies and Gentleman's' whirlpools and relaxation lounges.
• 13,000 square feet of meeting space

Preview the schedule

The State of Service in America

• Examine America’s current state of service
• Explore the financial impact of poor and great service
• Identify three distinctions of a world-class company

Learning from America’s Best Service Providers

• Discuss what the best do differently
• Commit to becoming a learning organization
• Examine advertising vs. empowerment
• Identify ways to create experiences – not just transactions

Service Excellence: The Ritz-Carlton Strategy & House Tour

• Discover the Ritz-Carlton “gold standards,” daily line-up, business management model and employee empowerment process
• Learn how the Ritz-Carlton’s process builds customer loyalty
• Hear wow stories that make lifelong customers
• Get a behind-the-scenes and front of-the-house tour of the Ritz-Carlton
• Gain incredible insights as you witness the Ritz-Carlton staff in action

Designing a World-Class Service Program for Your Credit Union

• Explore where great service begins
• Learn the three steps in designing a world-class service environment
• Identify how to transition satisfied members into raving fans
• Discover the power of recognition and celebration

Don’t Manage – Coach for Service Excellence

• Hire the smile – train the skills
• Develop leaders and retain talent
• Discuss ways to measure employee service levels

Create a Plan & Timeline

• Identify how people support what they create
• Learn strategies for re-entry

Affiliation with CUNA/League is required for attendance.

CPE Credits

“Having the exclusive opportunity to experience the Ritz Carlton’s world-class service first-hand was phenomenal. I’d recommend the institute to any successful credit union looking to take their service to the next level. The presentations had me on the edge of my seat, and the group participation took the learning to the next level. I literally could not wait to return to my credit union and start implementing what I learned.”
– Sandy Warner, Vice President Financial Services, Connexus Credit Union

Rick Olson

Jeff Hargett