Integrity Service: Treat Your Customers Right-Watch Your Business Grow

by Ron Willingham

Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite? How often do we feel neglected, frustrated, or just plain unhappy -- wondering what happened to basic civility and common courtesy? Why do things seem to be getting worse rather than better? And how can businesses train employees to offer customers the courtesy and attention they are entitled to?
Ron Willingham, whose seminars and training sessions have helped big companies around the world change their employees' behavior, offers a new and subtler way of looking at customer service. Instead of the traditional "paint an artificial smile on your face" approach, Integrity Service brings the whole person into the service experience, showing that good customer relationships grow from employees' beliefs about who they are and what's possible for them to achieve, what career rewards they deserve, and what value they can give customers.
Integrity Service presents fundamental principles that lead to individual success and gives readers specific action guidelines for on and off the job. Willingham's documented success through his seminars and programs ensures that the hands-on help in this book will bring employees and managers to a new understanding of the nature of service.
In a world of automated phone systems and constantly frustrated customers, Ron Willingham provides a proven program that empowers employees to provide the superior service that people really want and deserve.

Genres: Business

288 pages, Hardcover

First published March 20, 2005

Reviews

[Debbie · Rating 5 out of 5]

This book is required reading as part of my company's initiation of Willingham's Integrity Service protocol. I am finding the book an easy read and very helpful in my professional and personal life. It reinforces the way people, in general, should be treated. The old addage that "the customer" is always right or first is the main focus of the G-VAL-HI principle. A different take on who a company's customers are is also unveiled. I am enjoying the book and its accompanying exercises.

[Gina Herald · Rating 4 out of 5]

As a customer service trainer I never tire of these kinds of books. Always a nugget or 2. I guess I mostly wonder why more companies don't embrace a true philosophy of service. Seems like an easy way to please clients/customers and keep them coming back to your company or place of business.

[Megan · Rating 1 out of 5]

I have to read this for work, but it is pretty good.

[Lennox Jones · Rating 4 out of 5]

Another briliant book by Ron Willingham - Basic principle behind this book - what you give to others is what is given back to you.