KASH Associates

Are you satisfied with your current acquisition and retention of loyal and satisfied customers? Probably not. Yet, you may be reluctant to invest in outside customer service training because you are convinced that this training is best accomplished in-house. Indeed, most customer service training concentrates on product or service knowledge and its application, and a familiarity of internal systems to resolve customer problems and inquiries. This is best done internally through a repeatable system of training and information acquisition. But what about the building of loyal productive relationships with key customers, or the development of marginal customers into growing remunerative accounts? Existing customers are key to efficient growth in most businesses, yet this type of training is often overlooked. We are different. We develop your people. We offer self-customizing, behavior-changing programs that get results because they are based on principles of professional development that affect long-term beliefs, abilities, actions, and attitudes. Methodologies include rigorous follow-up, real world practice, repetition, recognition and reward. Ironically, these principles of development cannot be learned intellectually, but rather must be developed. Let us show you how.

"Our main finding, put simply, is that the central issue is never about strategy, structure, culture, and systems. All of these elements, and others, are important, but the core of the matter is always about changing the behavior of people." -John P. Kotter, THE HEART OF CHANGE Integrity Systems® changes service performance by changing behavior and attitudes. Intergrty Systems DNA Here is how we engage with our customers: Once a diagnosis is determined, our Programs, such as Integrity Service® The Customer® go to work to produce change. PROGRAMS The Customer® is a six-step system that develops sales and service personnel by laying down a solid foundation of selling principles. These principles are reinforced over time through practice and repetition that bring about real behavior change for success. These six-steps, known by the acronym G-VAL-HI, are the building blocks of the Integrity service system. This acronym stands for: • GREET • VALUE • ASK • LISTEN • HELP • INVITE BACK The heart of the course is an initial 4-hour seminar conducted by a certified facilitator using video instruction and small group discussion. It lays down all the principles of the program. Over the next 8-weeks, the participants practice the principles by focusing on a particular skill while conducting their normal jobs. This is reinforced by recorded and print material. A 30 to 45 minute telephone or live follow-up session is conducted each week by the participant’s manager, or a facilitator, to garner feedback and support the principles. This is where the real development takes place as participants experience success in their world. Some of the things that make The Customer® unique are that it employs Discovery Learning, where questions are asked and situations created that cause people to learn for themselves. Also, it deals with the inner issues that cause success, i.e. attitudes, values, self-beliefs and achievement drive. It is culturally consistent employing a common language that helps communication for coaching and counseling. It fosters customer loyalties by identifying and filling needs people have and creating value for customers. Because the program is principle-based, it has universal application in both the government and private sectors. Finally, it is process that is not overly complicated with information overload, but rather experientially developed for lasting application throughout the participant’s career.