Credit union leaders to cultivate service excellence at CUNA World-Class Service Leadership School

WASHINGTON, DC (December 21, 2015) — Credit Union National Association has announced that next year’s CUNA World-Class Service Leadership School will be held May 23-25, 2016 at The Ritz-Carlton New Orleans. The event gathers credit union leaders from across the country to immerse themselves in and learn about the service culture of The Ritz-Carlton, widely considered the gold standard in hotel service.

“Today’s consumers want a financial services experience that makes them feel welcome, appreciated and taken care of; making quality service an absolute necessity for credit unions,” said Meghann Dawson, director of learning events at CUNA. “Attendees of this event learn about a proven model for service excellence that attracts guests the world over.”

The school offers unique, experiential learning. Participants hear from staff and leadership about the service philosophy of The Ritz-Carlton and then observe it first-hand by watching customer service interactions. By taking part, attendees gain concrete strategies for improving their service framework, with key emphasis on coaching, hiring, onboarding and accountability.

Guests will also be joined by two speakers: famed business speaker Rick Olson, and Joseph Quitoni, corporate director of culture transformation at The Ritz-Carlton Leadership Center.

“The day with the Ritz-Carlton staff was eye-opening and very uplifting,” says past attendee Lori Horstman, VP – Member Experience, Altra Federal Credit Union. “Additionally, I learned invaluable tips on how to get managers to coach from Rick Olson’s presentation and the other participants.”

The Ritz-Carlton, New Orleans is set in the Beaux Arts Maison Blanche building, an Antebellum-era mansion located on Canal Street in New Orleans’ famous French Quarter. Offering high-end features and amenities, the hotel is located near several cultural landmarks, including Bourbon Street and Garden District.

To learn more about and register for the school, visit

About CUNA

Credit Union National Association (CUNA) is the only national association that advocates on behalf of all of America’s credit unions, which are owned by 135 million consumer members. CUNA, along with its network of affiliated state credit union leagues, delivers unwavering advocacy, continuous professional growth and operational confidence to protect the best interests of all credit unions. For more information about CUNA, visit To find your nearest credit union, visit


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