Empowering Success Through Behavior Change and Superior Service
Is Customer Service any better than it was 25-years ago? Why are we still Searching For Excellence? Why haven’t we experienced better service?
What are the implications of poor service on customer loyalty
and bottom-line results?
How does a company define ‘exceeding expectations’, and why is it important?
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
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
"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
- 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