/ Training Programs / Integrity Service® Integrity Service Foster Loyalty Through Exceptional Customer Relationships. Serve with Integrity. Overview Integrity Service® is a comprehensive customer service training program solution that will motivate your team to bring their best to your customers every day, and uncover new opportunities along the way. As with all of our core training programs, Integrity Service balances the three essential components of training success: Mindset Bolster achievement drive and self-belief by strengthening the positive attitudes and emotional factors that drive high achievement. Skillset Build service skills by learning to understand your customers and develop relationships that advance buying decisions. Delivery Achieve effective behavior change with training programs that combine digital training technology with in-person interactive learning sessions. Every industry faces its own unique challenges when it comes to building a successful customer service culture, and that’s why we tailor our training programs to the specific needs of different industries. Proven Results A few examples of the impact Integrity Service® delivers for our clients: 78 th Increase in patient satisfaction rankings, from the 28th to the 78th percentile, of academic medical centers Major medical center – 50 % Drop in employee turnover, and 90% to 103% increase in goal achievement Premier nonprofit charity + 35 % Increase in overall customer effectiveness, and 32% increase in service beyond expectation US-based insurance and financial services company 95 % Consistent membership satisfaction scores over a year after training implementation Large regional credit union Creating “Customers for Life” While many companies focus on the products they provide, consistent service excellence and the way we treat customers are what build a loyal customer base over the long term. Who We Work With Methodology Integrity Service® is designed for brand new customer service reps as well as seasoned pros. Your team will learn: How to maintain a customer service attitude that involves understanding expectations, going above and beyond, and being a customer advocate Techniques for asking questions and listening to uncover needs and build value A practical problem-solving formula to independently understand and face service problems head-on The value of a positive attitude and a genuine desire to assist customers with current or future needs Facilitation Style Integrity-led Train the Trainer Self-directed Learning Delivery Mode Virtual/Zoom In-Person Blended Training Materials Digital Print Blended Create the truly customer-focused culture your customers crave. Contact Us Service Training Programs Customized to Your Needs and Market We tailor the Integrity Service® training program to meet the specific needs of many of the key industries in which we work. We understand your customers. We speak your language. And we’ll partner with you to deliver the business impact you want. Healthcare Forge productive partnerships with clinical and nonclinical customers. Why Integrity Service? Integrity Service® is a comprehensive process designed to help people understand what it means to be a truly customer-focused organization. Participants in Integrity Service® are better able to identify and serve internal and external customers, focus on their purpose, and understand how attitudes, motives, and values influence the perception of service. Holistic Customer Service Training Being customer-focused isn’t just about what you do; it’s also about your attitudes, values, and beliefs. Integrity helps your team shift their focus from the job function to the job purpose, building the behaviors and confidence it takes to forge customer loyalty. Our holistic approach to customer service training builds teams with a passion to work together to serve customers. Participants realize a genuine desire to uncover customers’ needs, advocate for them, and establish real value. The result is a sustained increase in customer satisfaction scores and retention rates, along with a highly engaged team that takes pride in their work. Our sustaining modules support growth and great communication beyond core training courses. Integrity Solutions keeps good sales practices at the forefront of your organization—not an afterthought or a “one-and-done” training exercise. Integrity Service is a key component of the multi-year, holistic approach to sales and service success offered by Integrity Solutions training programs. Integrity Selling lays the foundation for sales success with a proven, six-step selling methodology that addresses the commonly overlooked critical areas of self-belief, confidence, and achievement drive. Integrity Service is a comprehensive customer service training program that builds the behaviors and confidence to be truly customer-focused. Integrity Coaching trains leaders to nurture the best in their team members. Client Success Prev Next Price Chopper: Major Grocery Chain Improves Employee Retention And Customer Service Effectiveness I was looking for a program that would put the store manager in a leadership position when it came to customer service. The great thing about Integrity Service® is that it can be tailored to fit any type of business. By having our store managers conduct the training, there was increased interactions between the manager and his or her associates, and the store manager needs to continue to set the tone for service throughout the store, long after the training has been completed. Larry Zettle Executive Vice President and Chief Operating Officer, Price Chopper Shape Copy 79 % Decrease in turnover 21.96 % Increase in overall customer service effectiveness Read Full Client Story Prev Next Southern Company: International Energy Company Reaches New Heights in Customer Satisfaction With Integrity Service® # 1 Customer satisfaction rating for utilities (ACSI) Read Full Client Story Prev Next Omaha Public Power District: Linking Internal Collaboration to Customer Satisfaction Read Full Client Story We wanted to have some collaboration, so a call center person could sit next to a meter reading person, for example, and they could be working together focused on customer service improvement. Jennifer Johnston Director, Customer Experience Shape Copy Prev Next First Dakota National Bank: Selling, Service and Coaching Come Together at Regional Bank to Help Transform a Culture, Drive Success Metrics and Provide A Superior Customer Experience The results and growth I witnessed at graduation was the most fulfilling aspect. Many times as a facilitator you wonder if you are reaching the attendees, but when you hear their testimonials at graduation you understand the magic of the program all over again. Deb Weddingfeld Senior Vice President First Dakota National Bank Shape Copy 26 % Increase in loan volume 22 % Increase in deposit volume Read Full Client Story Deliver Value in Every Interaction With Every Customer Organizations that make integrity a way of doing business every day are the ones that stand apart from the rest. When customer service professionals are driven by integrity, their perspective on the customer relationship shifts. They think in terms of how to deliver the most value in the customer’s eyes. Take the first step in your customer service journey Take Your Training Further Exclusively for those that have already experienced Integrity Selling®, Integrity Coaching®, or Integrity Service®. Our Sustainment and Supplemental modules help our clients sharpen their skills and keep the Integrity Solutions core concepts front-of-mind within their daily workflow. Without losing valuable time in the field. Integrity Communication Create a common language for effective communication across your organization Learn More Achieve™ Build an engaged and energized high-performance culturern Learn More Behavior Styles® Assessments – now called Communicating With Impact Use Behavior Styles methodology to improve relationships rn Learn More Training an engaged service team is essential to developing a loyal customer base. Ready to take the first step in building a customer-centric service team with Integrity? Contact Us