INTEGRITY SERVICE®

 

 

Integrity Service® is a comprehensive service‑skills training program that becomes the foundation for building and sustaining a truly customer‑focused culture.

 

Exceptional service isn’t just about techniques — it’s driven by attitudes, values, beliefs, and motives. Teaching skills alone rarely creates lasting behavior change. Integrity Service® addresses both the mindset and the skillset required to deliver consistently exceptional customer experiences.

 

Unique Features

• Structured Follow‑Up — Ensures accountability and real‑world application
• Manager Engagement — Equips leaders with coaching skills and practical resources
• Self‑Leveling Design — Concepts are accessible and applicable for every role and experience level
• Holistic Approach — Integrates attitudes, motives, and skills for sustainable behavior change

 

Key Implementation Elements

• Pre‑ and post‑training service skills inventory to measure growth
• Highly interactive half‑day seminar that builds insight and engagement
• Seven‑week structured follow‑up course to reinforce learning and drive accountability
• Supportive coaching strategies for managers to sustain momentum
• Reinforcement resources and job aids for ongoing application
• Six Performance Accelerator modules to deepen mastery and elevate service behaviors

WHAT PEOPLE LEARN IN INTEGRITY SERVICE®

For All Employees

Employees learn how to:

• Identify and effectively serve both internal and external customers
• Apply a six‑step communication process to strengthen service interactions
• Use problem‑solving and service‑recovery techniques to resolve issues quickly
• Understand how attitudes, motives, and values influence service behavior
• Apply a simple Behavior Styles® model to adapt communication and build rapport

 

FOR LEADERS, MANAGERS & SUPERVISORS

Leaders learn how to:

• Model and coach the behaviors that drive exceptional service
• Create a climate where employees feel valued and appreciated
• Support and reward customer‑focused behaviors
• Use practical tools and resources for ongoing reinforcement

ORGANIZATIONAL BENEFITS

Organizations implementing Integrity Service® consistently report:

• Improved employee engagement
• Stronger relationships between managers and staff
• Increased customer satisfaction and loyalty
• Enhanced teamwork and collaboration
• Better internal communication
• Reduced turnover

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."

"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