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

Willingham, Ron

3.57

30 ratings by Goodreads

9780743270274: Integrity Service: Treat Your Customers Right-Watch Your Business Grow

Hardcover

ISBN 10: 0743270274 ISBN 13: 9780743270274

Publisher: Free Press, 2005

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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.

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About the Author:

Ron Willingham is founder and CEO of Integrity Systems, Inc., an international training and development company with more than 1.5 million graduates in 80 nations. His organization is the leader in helping organizations succeed with ethical, values-driven people-development strategies. Integrity Systems's client list reads like a Who's Who of business: Johnson & Johnson, American Red Cross, IBM, The Guardian Life Insurance Company, Principal Financial Group, Franklin Templeton, and more than 2,000 others. He is the author of Integrity Service and Integrity Selling for the 21st Century. Willingham lives in Phoenix, Arizona.

Review:

"A tremendously enriching book filled with deep-rooted, unchanging principles that work. Trust, the glue of life, is founded on integrity."
-- Dr. Stephen R. Covey, author of The 7 Habits of Highly Effective People and The 8th Habit: From Effectiveness to Greatness

"Based on the belief that 'success is the by-product of the value you create for others,' Ron Willingham guides the reader through a series of thinking patterns, actions, beliefs, and behaviors that cannot fail to increase levels of success and personal growth. Integrity Service is a book not to be missed."
-- Ken Blanchard, coauthor of The One Minute Manager and Customer Mania!

"Ron's unique ability to connect with his readers and use real-life examples to find the relationships among integrity, service, and results makes his new book compelling and timely. His call to service will challenge and reward you both professionally and personally."
-- Marvin Girouard, chairman and CEO, Pier 1 Imports

"After forty years in the hospitality/services industry, I know that Integrity Service effectively explains all aspects of service in the business world. It confirms the same philosophy and integrity I have used with my own employees and customers over the years. I strongly recommend and encourage those starting their career, or anyone at any level seeking synergy, to read this book."
-- Armando Arribas, director, Catering and Convention Services Parks and Resorts, Walt Disney Company, Orlando

"Integrity Service provides terrific, practical advice for professionals who truly desire to develop a customer-focused culture. As always, Ron Willingham puts the focus on people: their needs and desires and those who serve them."
-- Beth Daniell, vice president, sales and marketing, American Red Cross

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