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Integrity Service®
What Is Integrity Service?
Integrity Service® is a process designed to help managers and employees build a customer-focused organization. Participants learn how to serve external and internal customers with the objective of achieving the highest level of customer and employee loyalty possible.
In addition to teaching service skills, this program also equips service professionals with sales skills to help them maximize cross-sell/up-sell opportunities and further leverage the customer relationship. In today’s demanding and highly competitive economy, every customer interaction is vital to increasing sales and loyalty. Integrity Service® is one of the few programs available that can take your service staff to a new level of sophistication and performance as they interact with customers.
The bottom line...Integrity Service® fosters exceptional customer experiences, customer loyalty AND increased sales by training employees to listen, to understand, to serve and to value internal and external customers.
Congruence Model
In order for a person to be highly successful in customer service, there are five dimensions in their life that must be in congruence with each other. These areas include: their view of service, their view of their abilities, their values and attitudes, their commitment to activities, and their belief in the product. Integrity Service® helps bring these dimensions into congruence so people are able to increase their overall service to the customer and ultimately customer loyalty.
Six-Step Service Model
Integrity Service® uses a six-step communication model called AID,INC. This model provides a visual framework for service/sales conversations with both internal and external customers. The steps are:
Approach... to gain trust and rapport.
Interview... to identify and understand needs.
Demonstrate... to show how needs can be filled.
Val-I-date... to prove your claims and heighten trust.
Negotiate... to resolve problems that prevent someone from buying.
Close... to ask for a decision
