Service University^SM

We help your credit union, non profit or retail organization thrive, not just survive: Service University is a resource to build the skills necessary to fulfill its mission and goals. Participants select courses, coaches and consultants to fit the challenges they face changing their people and procedures into a "Member Centric Culture."

No matter how well our credit union CAMEL scores were for ALM, compliance, capital, asset quality and management I received a constant flow of "Why don’t you?" type complaints from members and the staff. My answers to them were not only unsatisfactory but short-sighted. "It doesn’t fit our ALM needs" or "The starts up costs make it hard to break even on that service." Sure the examiners loved these analytical, risk-management focused answers, but so what?

Members want what they want and unless they are getting fabulous service they will take their chances and move their accounts elsewhere. No one can thrive if they have to replace members constantly. Replacing members is costly, time consuming and occasionally depressing for the staff.

Sure, I still had to know how to do all those number crunching things to get my job done. Though steady improvements in our financials, our staff’s attitude and reductions in member complains did not occur until we were 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:

Definitions:

Service University

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Coaching and Consulting services offered:

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