Carolyn M. Warden

Service University ^SM

We help your credit union or retail organization thrive, not just survive: Service University is all about building the skills necessary to deliver the high-level service that cements long term relationships. Participants select courses, coaches and consultants to fit the challenges they face changing their people and procedures into a "Consumer Centric Culture" that is appreciated and rewarded in every economic climate.

Members want what they want and unless they are getting fabulous service they will take their chances and move their accounts elsewhere. No organization can thrive if they have to constantly replace members.

It's what we 'do' that impresses our members, so how we act is the only sure way to communicate what our credit union's mission is. Any messages seen or heard by our members lose meaning unless they feel "You are important to me" every time they have contact with the credit union - be it with a staff member or via self-service.

No matter how good our credit union CAMEL scores were I received a constant flow of "Why don’t you?" type comments from members. That's because I bore the burden of an accounting & NCUA examiner education. To successfully lead a credit union I had to take off my bean counter cap and put on my consumer hat. A strategic thinking CEO needs to think and feel like a member. Members want solutions to their needs and they are willing, typically, to pay more to get them. Isn't that common human behavior?

Sure, I still had to know how to do all those number crunching things to get my job done well. Though steady improvements in our financials, our staff’s service actions, and member feedback did not occur until we "walked the talk" of being committed to focusing on member needs.

Carolyn M. Warden, CCUE

Former CEO of NJ Gateway, and Emery Employees’ FCUs
Former FedComp Director of Education and VP of Sales & Marketing

Credit unions select Service University because they recognize products and services are now commodities and the only long lasting competitive edge is a quality customer experience delivered at every touch point, every time. Many organizations request Carolyn Warden to be their project leader and mentor throughout their cultural transformation, though every associate of Service University has at least 10 years CU experience an is an expert in his or her area of expertise.

Investing in the tools needed to change your credit union’s focus to the membership is not only necessary, but with Service University it is affordable. Don’t confuse what Service University offers with courses and seminars you leave your credit union to attend. Those are training events soon forgotten, rather than educational paths that strengthen your staff’s abilities as individuals and as a team based on the specifics of your environment.

To be accepted into Service University a credit union must be making a long term commitment to delivering extraordinary member service. This, like any transforming process – such as a computer conversion or switching to a healthier lifestyle - takes at least a year to become your automatic way of thinking and doing.

For a free assessment of your credit union’s service education needs contact (link to inquiry about for Service University)

Service University

Benefits Members:

• CU Staff is better able to listen and understand individual needs
• Solutions to their needs are presented appropriately and in a timely manner.
• Communications from the credit union will be more clear and concise
• Their family’s financial future will be the CU’s primary concern.

• Staff understands exactly what they are expected to do and how to do it
• Job satisfaction rises as employees find they make a real difference in the lives of members
• Reduces complaints, misunderstandings, and the need to reverse and rework a product purchased but not understood
• Builds member loyalty so they ignore competitors’ offers
• Increases positive word of mouth referrals of new and family members

Important Points:

• Brings strategic goals, AL/M requirements, and standard operating procedures into alignment, thereby reducing confusion at all levels.
• Improves each employee’s understanding of what is required to succeed and builds commitment to making that "little extra" effort that changes an ordinary transaction to an extraordinary service experience.
• Empowers staff to set most of their own goals, building their commitment
• Changes the periodic staff evaluation from a dreaded conversation to an energizing goal setting session focused on future achievements rather than past slipups.
• Teaches all supervisors to understand, model and coach acceptable and extraordinary service behaviors.
• Teaches all supervisors to handle those unwilling or unable employees fairly, calmly and to the benefit of the entire staff & membership.

Additional Requirements:

• Commitment by board to financially support and actively encourage management.
• Management commitment to coach the staff through this process of change: recognizing both improvements and achievements while redirecting efforts that may fall short in a constructive manner.

Definitions:

Service University

Courses include:

• Identifying your Service Standards
• Identifying Customer Needs
• Dealing with Difficult people
• Defining the Ultimate Customer Experience
• Get more of what you want and less of what you don’t, in your life
• Getting people to follow through, and like it
• Hiring the "best fit" person
• How Finance & Marketing work better, together
• Implementing a Service Culture – for managers
• Sales for Service Driven People
• Seven Key Skills for Sales as Service (Active listening, Benefit statements Closing clues, Dispelling buyers remorse, Follow through, Identifying needs, Resolving buyers objections)
• Speaking with finesse, not fears
• Training for Trainers

Coaching and Consulting services offered:

• Coaching senior managers to reach a higher skill level
• Coaching underperformers to step up or step out
• Coaching supervisors to develop their staff’s skill sets
• Conflict Resolution - by a certified mediator
• Custom curriculum development
• Developing custom recognition systems
• Evaluation and job description revisions to include your service standards
• Project Management for the "Service Culture" transformation period
• Strategic Planning - preparation and facilitation
• Surveying internal and external customers for service experience feedback
• Writing your business plan with the input of your senior managers
• Writing product knowledge manuals with benefits, features and tests

Information Request Form