Integrity Service®

Integrity Service is a comprehensive process designed to help people understand what it means to be customer-focused. Participants focus on the skills, attitudes, and automatic behaviors that must be developed to reach a common goal of becoming a customer-focused organization. Key program components include:

• Easily remembered Customer Satisfaction System™
• Simple Behavior Styles language
• Eight-week structured follow-up course
• Ongoing managers' coaching
• Monthly reinforcements
• Advanced Skill Builder sessions
• Blended, online learning delivery alternative
   

Congruence of Knowledge, Skills and Values

Exceptional customer service requires more than knowledge. It also involves attitudes, values, and beliefs. The Integrity Service® Program helps people evaluate their actions and behavior, and identify the gaps or incongruence that cause conflict, stress, poor performance, and/or stifled productivity. When each of these dimensions are in congruence, achievement drive is released and new levels of loyalty, synergy, and self-satisfaction result.

Customer Satisfaction System™

One of the most powerful components of Integrity Service® is the Customer Satisfaction System™. The easily remembered system is made up of six steps:

• Greet people to put them at ease.
• Value individuals as unique and important.
• Ask good, open-ended questions.
• Listen to what people say through their words, tone and body language.
• Help meet the needs and wants you've heard expressed.
• Invite them to continue the relationship or call on you again.

What Will People Learn?

In addition to the Customer Satisfaction System™ and the Behavior Styles® language, all participants learn:

• how their job impacts customer satisfaction and loyalty,
• a four-step Problem Solving Formula,
• the critical impact of attitudes and work ethics,
• the power of team synergy when internal customers are valued,
• how to build positive self-beliefs and appreciation for the uniqueness of others.

Leaders, Managers, and Supervisors also learn:

• the role they play in developing a service culture,
• what impacts performance and team synergy,
• how to create a climate for self-motivation,
• how to model appropriate behaviors and spotlight growth in others,
• how to sustain the behavior change with one-on-one coaching.

Integrity Service® Timeline

Quotes

"We’ve seen a culture change. Our employees have had a complete turnaround."
- Randy Weaver, Manager-Customer Care Center, Southern Company

"We went from 27th to 78th percentile in patient satisfaction against other university hospitals."
- UCLA Medical Center

"Our measured service level increased by 20% in one year."
- Georgia Power

"We are seeing a difference in the way our customers see us as a result of the way we treat each other. That is powerful stuff!"
- George E. Casey, Jr. President, South Florida Operations Arvida

"The customer satisfaction system really works! I listened well and went the extra mile to do what was necessary to exceed my clients’ expectations in bringing in a new $1.2 million account – and, in the process, I found an additional $300,000!"
- Key Bank