Solutions

Integrity Service^®

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:

Proven Customer Satisfaction System™
Simple Behavior Styles® language
Seven-week structured follow-up course
Reinforcement tools
Performance Accelerator sessions
Blended, online learning delivery alternative

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 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.

What People Will Learn

In addition to the Customer Satisfaction System™ and Behavior Styles®, 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.

Testimonials

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