Press Release

Overflow Crowd at Directors' Training

Contact: Carolyn Warden
720-841-1413

Service University is the Delaware League’s Newest Business Partner

Denver, August 15, 2005: Service University (sm) is the Delaware Credit Union League’ newest business member, as announced in Service Issues the league’s e-publication.

"There is no substitute for Superior Service delivery. Product array won’t do it. Low loan rates and high dividends won’t do it. Capital accumulation and key ratios are meaningless if your members do not believe the credit union’s reason for existence is to provide appropriate solutions to their individual financial needs", notes Jane Bailey, interim league president.

"My favorite quote is ‘Even if you’re on the right track you’ll get run over if you just stand there’" by Will Rogers" shares Service University’s founder, Carolyn Warden CCUE. "It creates the vision I wake up with every morning that propels me into action."

"Every credit union, everywhere, needs a Service Culture and the workplace value of "making a difference" and continuous process improvement. Your members will not tolerate anything less from their chosen financial service provider. They don’t have the time, patience or need to wait for your credit union to catch up with whatever needs to be done to meet consumer expectations" Warden explains.

Service University contains all of the information and encouragement your credit union needs to transform its work environment into a Service (and Sales) Culture. The complete series addresses every phase of organizational change. A credit union may select a turnkey program or just the sessions you feel are needed for your team.

Service Universityincludes:

• Strategic Planning for the Board, Senior Management or both groups
• Identification and clarification of Service Standards, also known as Promises
• Training for every Manager, Supervisor, and Trainer on how to implement your Service Standards with their direct reports, and support their peers in their efforts
• Coaching one-on-one for every Manager, Supervisor, and Trainer responsible for any facet of implementing your Service Standards and changing your culture
• Training materials and a Train-your-Trainers workshop to train your entire staff or Training for your entire team on Six Key Service Skills
• Guidelines for team, department, and branch Service and Recognition Meetings
• Practice assignments for your entire staff, including custom assignments for Coaches, managers of Coaches, and the CEO
• Unlimited teleconferences during your contracted implementation period
• Job description updates to include Service Standard requirements
• New advertising and hiring tools to attract the people who have a Service Aptitude
• Visual aids, posters, recognition items and other learning reinforcement materials
• Review of your operational practices to separate "the way we’ve always done things" from the most efficient path to delivering superior service while managing risks and meeting compliance requirements
• Quality Circle organization and facilitation until they are self sufficient
• Written progress reports to the CEO after every on-site appointment

The author and lead facilitator, Carolyn Warden has over 25 years of management experience as a credit union CEO, CFO, a League Director of Information and Compliance, and as a Director of Education & Training for a leading data processor. Her clients spread from the Pacific Rim to Eastern Europe, and include new charters and billion dollar credit unions.

Warden founded Shared Resources (sm) in 1994 to address credit union asset-liability management needs. She has found that no matter how strong the key ratios or what the economy is, the staff’s ability to recognize and provide solutions to members’ financial needs is the life force that will sustain a credit union regardless of whatever the financial strengths and weaknesses may be. Warden has found there is never enough capital to keep a credit union operating indefinitely when the staff and directors do not focus primarily on creating solutions to member needs.

All of Shared Resources facilitators, trainers and service providers have at least 10 years of credit union experience and a track record of outstanding success in order to become a part of the Shared Resources team.

For additional information or a customized proposal for your league or credit union contact Carolyn Warden at Carolyn.Warden@comcast.net or 303-791-1768 or 720-841-1413.