35. Service Excellence

The Credit Union Leadership Podcast

Find out how to make Mike Neill madder than a rat terrier on crack. In Episode 6 we discuss where Service stands in Credit Unions today and how as leaders we can set up Service Excellence practices.

Last year for the first time EVER credit unions scored lower than banks in service delivery. There has been a shift in service to the speed of service or ease of service, but not all of our downfalls are there. Credit Unions win the day if we are easy to work with and delightful when serving a member. Unfortunately, that is more of an ideal state than reality.

Our ServiStar Member Experience Builder program is specifically designed to set up a culture of service inside and out and delivers a structure that sustains service after the trainers are gone. Check out how this program can serve you at

ServiStar Consulting | Our Solutions

Member Experience Builder

Ready to develop your organization’s culture? We’re on it! We’ll provide you with all the tools you need to ensure your employees develop lasting needs-based selling behaviors and performance. Fully customizable, our comprehensive and scalable suite of tools will maximize employee engagement, member experience, and credit union profitability.

Internal Service Survey

If we’ve said it once, we’ve said it a thousand times: The service we give the member will never be better than the service we give each other. And since studies show that the #1 cause of employee disengagement is poor communication between departments, we’ve developed an internal service survey that resolves this challenge and others by measuring the internal customer experience at virtually every touchpoint