Scottsdale, Ariz. (Nov. 12, 2007) — The pivotal roles of customer service professionals are changing. In a recent survey conducted by Rough Notes magazine, 83% of the customer service professionals are active in sales. They are not full-time producers, and the servicing work is still their number one priority. Although this survey was referring to the insurance industry, the trend is felt across various industries from finance and banking to high tech and hospitality. But how do businesses empower their customer service teams with understanding of sales? Integrity Solutions, a Scottsdale, Arizona based performance improvement organization that focuses on developing sales and service teams that achieve measurable business results, is answering that question with the launch of a new program aimed at service professionals.
Titled Integrity Selling for Service Professionals (ISSP), this new program is a selling solution for service people; it provides both an orientation to customer loyalty and a communication model that drives the behaviors that improve selling skills.
An interactive service-selling course, ISSP is designed to equip individuals in traditional
service roles with a competitive advantage through their commitment to a customer
needs-focus.
“Customer service representatives, by the nature of their work, already spend majority of their day talking and interacting with customers. Various businesses are taking steps to leverage the time spent on direct customer contact to increase sales,” said Walt Zeglinski, President of Integrity Solutions. “That’s why we designed the ISSP program. We wanted to give businesses the opportunity to empower their service teams with tools and strategies to be most effective in their new responsibilities.”
Integrity Solutions programs are based on establishing service values and understanding psychological associations that people form in regards to sales roles. In today’s changing business environment, while many customer service professionals have the experience, knowledge, personality, and motivation to be successful, all service professionals need the tools, tactics and strategies to feel empowered in their new roles.
To solve the challenge of effectively making the transition from service to selling without
undermining customer relationships, ISSP can be customized around a specific business
unit.
“There is not a single business out there that wants to undermine client relationship, customer loyalty or customer service.” added Zeglinski. “However, for service professionals to contribute to overall growth and profitability of the business, they need to be equipped with the right understanding of the sales arena. Our new program answers that void and opens doors of opportunity. ISSP is ideal for clients who have implemented Integrity Selling for their sales team and want a “common language” for the service people who support them.”
Key Program Components:
Assessment – A pre/post-survey in the eighteen dimensions that are most predictive of service/selling success
Foundations – A one-day seminar to learn a customer needs-focused communication
system- AID,Inc® and an easy to use Behavior Styles® language to identify how and
why people think, act, and communicate differently
Applications – A seven-week structured real-world, follow-up process of structured
application and feedback
Accelerators – Six monthly sessions for ongoing management reinforcement
and coaching
The ISSP program has already met a highly successful reception in the credit union market. For more information, visit online at www.integritysolutions.com or call 800-896-9090.
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About Integrity Solutions:
Headquartered in Scottsdale, Arizona Integrity Solutions is a performance improvement
organization that focuses on developing sales and service teams that achieve measurable
business results —increasing sales, improving customer loyalty, and talent retention.
Integrity Solutions employs a unique process for leveraging the power of integrity to help
its clients establish a competitive advantage.
