Purpose:

Intégro's Customer-Focused Culture program is designed to help companies develop employees' skills to build stronger trust relationships with one another and in turn build stronger trust relationships with customers.

The result is a sustained environment of mutual respect, greater employee engagement, reduced employee turnover and consistent first-class customer service.

Who Should Participate:

Senior Executives, Managers, Team Leaders, Team Members, Sales people, Customer Service Representatives, all front-line staff.

Composition:

• Employee Passion Survey – Measurement of the level of passion and organisational trust of all employees
• Increasing Employee And Customer Passion - One day workshop for all managers
• Half-day Orientation Meeting for potential facilitators
• Two day Train-the-Trainer for Facilitators of organisation-wide meetings
• Six bi-weekly meetings of 1 to 2 hours
  
  1. Laying the foundation - Taking responsibility for delivering value and building trust
  2. Acceptance - Respect and Recognition, follow-up meeting with facilitators, follow-up meeting with all managers
  3. Openness - Receptivity and Disclosure
  4. Congruence - Straightforwardness and Honesty, follow-up meeting with facilitators, follow-up meeting with all managers
  5. Reliability - Seeks excellence and keeps commitments
  6. Wrap-up meeting - Sharing success stories
• Train-the-Trainer for organisation-wide values application meetings
• On-going monthly values application meetings to focus on delivering value by building trust with customers

Derivation:

This program has been developed by Intégro Leadership Institute after over 30 years of research and working with leaders in hundreds of organisations.

Format & Presentation:

This program is a three month, five-module process (not just an event). The key to the success of this program is that the six work sessions are facilitated by employees – not managers, supervisors or qualified trainers. The managers nominate “informal leaders”: people who are respected by their peers, and have good communication skills. These informal leaders are then invited to participate in a two-day train-the-trainer where they will learn to facilitate the six sessions and engage in practice.

Benefits:

• Greater employee engagement
• Reduced employee turnover
• Consistent first-class customer service
• Increased sales and new referral business from positive customer experiences