Core Service Principle Takeaways From CUNA World-Class Service Leadership Institute
Rick Olson, President, Rick Olson Seminars
Every year, credit union professionals gather to seek insights from the masters of service culture, the staff of the Ritz-Carlton Hotel. Known for its staff empowerment practices and dedication to its customers, the Ritz sets the bar for the service industry, acting as model for other organizations to strive toward.
CUNA World-Class Service Leadership Institute, May 20-22, 2013 at The Ritz-Carlton, Denver, highlights that model and allows credit union professionals to experience top-notch service firsthand. By taking a look at core service principles and seeing them applied outside the credit union industry, attendees gain a comprehensive view of service as an encompassing mindset to live by and not just an element of running a credit union.
Having attended and facilitated CUNA World-Class Service Leadership Institute for a number of years, I’ve picked up on some of the eye-opening insights that have helped transform the service cultures of many credit unions.
What is it that separates the Ritz-Carlton from the rest of the service industry? I asked some past institute attendees from BayPort Credit Union in Virginia the same question. Angela Snyder, BayPort’s Sales & Service Supervisor and Sue Fernaays, VP of Member Services, both attended the institute in the past and discussed with me the valuable takeaways the Ritz staff has to offer:
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