CUNA World-Class Customer Service Executive Institute
Topics & Objectives

Please note that the Topics/Objectives listed below are subject to change.

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

• The Ritz-Carlton "gold standards," daily line up, business management model, and employee empowerment process
• Identify the key processes
• Build customer loyalty
• Hear wow stories
• 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

World-Class Service in Phoenix

• Observe service standards at various Phoenix businesses
• Discuss strategies for applying world-class Phoenix service at your credit union

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
• Move from satisfied members to 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