Customer Service | Integro Leadership Institute

By: Integro Leadership  05-Apr-2012

Good marketing, a strong reputation, and a quality product are all factors that attract new business. But customer service makes the difference between whether the new customer sticks with you or goes to your competitors instead.

Most customer service training emphasises skills and behaviours. These are important. But delivering the best possible customer service – keeping your client retention high – requires more than basic training, it requires cultural change.

Intégro has worked for decades with organisations of all sizes, transforming customer service from within, by helping employees at all levels change the way they see the customer – and the way they view their own role in the organisation.

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Other products and services from Integro Leadership


Products and Services | Integro Leadership Institute

Full consulting engagementsIntégro has a range of flagship development programs that take leaders and teams through a measured, focused and lasting change process – building and sustaining a high-performance team, with trust as its core. Trust Inside assessmentsA series of proprietary Intégro surveys and models designed to analyse and measure team and individual performance across a range of key metrics.


Trust Inside Assessments | Integro Leadership Institute

The survey results empower leaders and employees with a new understanding of their work environment, while Intégro's range of development models provide strategies for bringing performance up to optimum levels. Trust Inside assessments deliver a vivid snapshot of individual and team performance and expectations across a range of critical areas.


Employee Engagement Survey – Integro Leadership Institute

The primary purpose of your organisation is to deliver value to your customers through your products and services. The more passionate your employees are the more value you will deliver – value your competitors cannot match. Passion contributes more towards value creation than any other human capability*. The Employee Passion Survey shows you how passionate your employees really are. Personal importance and organisational performance.


Flexibility and Trust Survey | Integro Leadership Institute

Interpersonal flexibility is the ability to relate to people in such a way that their needs are at least as important as yours. Flexible people tend to have the ability to gain endorsement for their initiatives, projects and proposals. The flexibility component of this two-part survey measures a range of team members' capabilities. The trust component of the survey measures team members' ability to build trust.


Team Alignment Survey | Integro Leadership Institute

It is equally important, however, for the team to be in alignment on the direction in which it is going, and on the outcomes it is aiming to achieve. Team Alignment Report: measures the degree to which team members are in alignment on their Purpose, Values, Vision, Goals, Procedures and Roles. These are indeed the two essential underlying factors determining team success: trust and alignment.