Keynote speaker Ron Kaufman, author, leading educator and motivator spoke about uplifting, customer service and building service cultures during the final general session at the 2018 World Credit Union Conference.
“Service excellence is taking the next step up to create more value for someone else,” said Kaufman, engaging the audience in interactive exercises to outline the six levels of service (criminal, basic, expected, desired, surprising, unbelievable) and four categories of value (primary products, delivery systems, service mindset and ongoing relationship) which create the building blocks of a service culture.
“Organizations need to take fundamental service principles and put them to work. The focus isn’t on what we do, but how it is appreciated by the person we serve. It’s about curating the experience, no matter the industry or type of organization,” explained Kaufman.
During Wednesday's general session, the following five young credit union professionals received the 2018 World Council Young Credit Union Professional (WYCUP) scholarship for an all-expense-paid trip to the 2019 World Credit Union Conference in The Bahamas:
Lucas Araújo Dos Santos - Brazil
Carlos Antonio Soratto - Brazil
Mambo Hariett Tangu - Cameroon
Robert O’Reilly - Ireland
Agnese María Borgazzi Calvo – Peru
The 2018 World Credit Union Conference concluded with a closing reception at the Suntec Convention Center. See all conference activities and daily event photos on Facebook and Twitter with #WCUC2018.
To learn more and register for the 2019 World Credit Union Conference (28-31 July 2019), visit www.wcuc.org.
Keynote speaker Ron Kaufman engages with attendees
2018 WYCUP Scholarship Winners (Left-to-right) World Council President and CEO Brian Branch with WYCUP Scholarship winners Agnese Maria Borgazzi Calvo - Peru, Mambo Hariett Tangu – Cameroon, Lucas Araujo Dos Santos – Brazil, Carlos Antonio Soratto – Brazil, Robert O'Reilly – Ireland and Steven Stapp (Chair).