Give your credit union the competitive edge using The Ritz-Carlton's secrets for world-class customer service. When was the last time you were "wowed" by a customer service experience? Is it hard to remember? The customers of The Ritz-Carlton Hotel could answer that question easily. Unlike any other hotel, The Ritz offers exemplary customer service throughout its employee base, from the front desk to housekeeping. Attendees at this institute will explore The Ritz on-site and then apply the hotel's award winning philosophy to the credit union environment.

• Hear what other attendees have been able to take back from the conference and start implementing at their credit union
• Have an opportunity to discuss roadblocks that you have hit in regards to implementing your action plan
• Gain input from Rick Olson and other attendees on ways to move past any roadblocks and move forward with applying World Class service standards in your credit union

Click here to hear speaker, Rick Olson, talk about the value of the Ritz Carlton experience and credit unions using this philosophy.

"I've gone to a lot of conferences and I've never left with this many 'takeaways' I can use." -Past Attendee

Training Magazine names Ritz Carlton #1 on Training Top 125.

1to1 Magazine offers a firsthand look at how the Ritz Carlton maintains its leadership in service

CUNA World-Class Customer Service Executive Institute: October 4–7, 2010

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

• 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

World-Class Service in Denver

• Observe service standards at various Denver businesses
• Discuss strategies for applying world-class Denver 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

Affiliation with CUNA/League is required for attendance.

CPE Credits

"This was an excellent program! Our credit union is ready and willing to take our service level from great to world class and this conference has showed us how."

"So often customer/member service standards get overlooked when we are striving for business, really pushing to save money and generate more income. This conference really brought it back to me that without excellent member/customer service, you aren't going to keep that business if you even get it in the first place."

"Learned more emphasis should be placed on developing a plan of action to make customer service great...that all employees need to know the expectations and that teamwork and training is essential."

“After being back only a few days, I have already implemented some of the ideas I've learned. The Daily Line Up - and we are in the process of forming a "fun committee". We are looking at adding some of the ideas Nordstrom’s does at orientation, and implementing the idea of all employees reading a book. I have brought back so many ideas that I will implement over the upcoming year!

Rick Olson

Brian Grubb