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

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.

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.

Integrity Service Values and Ethics

Introduction: This Book Is About Your Success

1. Pursue Integrity

Do the Right Thing Because It's the Right Thing to Do

2. Greet Customers

Put People at Ease and Make Them Feel Important

3. Identify Purpose

Choose What to Do with Your Life

4. Value Customers

View Everyone as a Creative Person Who Enriches Your Life

5. Solve Problems

Increase Your Success by Solving Larger Problems

6. Ask How to Help Customers

Find Out What Needs People Have That You Can Help Them Fill

7. Assume Responsibility

Make and Keep Commitments That Get Results

8. Listen to Customers

Understand Who People Are and How They Think

9. Practice Teamwork

Multiply Your Own Personal Power

10. Help Customers

Create Extra Value for People

11. Set Goals

Expand Your Future Success and Fulfillment

12. Invite Customers Back

Cause People to Feel Good About Their Contact with You

Afterword