Customer Service

Customer service representative smiling while speaking to a customer over the phone. Australian and New Zealand customer service training

Integrity Service®

Integrity Service® is our flagship customer service training program, designed to empower teams across New Zealand, Australia, and the Asia Pacific region with the skills and mindset to deliver exceptional, customer-focused service.

Your team members will learn how to build rapport, create value, increase customer satisfaction and uncover opportunities with existing clients.

By prioritising values and a shared organisational purpose, giving your team responsibility for their efforts, and recognising and rewarding their achievements, they will deliver exceptional service that moves your customers from satisfied to loyal. This customer-centric approach fosters long-term growth and strengthens customer loyalty for superior results.

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Impacts on Your Organisation

Increased

Problem Solving

Increased

Employee Satisfaction

Increased

Customer Loyalty

Increased

Revenue

Benefits of a
Customer-Focused
Organisation:

Enhanced Problem-Solving Abilities: Equip your team to resolve issues swiftly, leading to greater customer confidence.
Boosted Employee Satisfaction: Empower your staff with tools and mindset shifts that increase morale and reduce turnover.
Strengthened Customer Loyalty: Build long-term relationships through consistently high-quality service.
Increased Revenue: Turn outstanding service into a key driver of business growth.
Improved Internal Collaboration: Encourage departments to work together to create a unified customer experience.
Higher First-Contact Resolution Rates: Reduce repeat calls and emails by addressing customer concerns the first time.
Elevated Brand Reputation: Deliver service that reflects positively on your business and sets you apart.
Greater Confidence in Handling Complaints: Train staff to deal with tough conversations with empathy and professionalism.
Consistent Service Across Channels: Ensure your service is aligned across phone, email, digital and in-person interactions.
Service Behaviours Aligned with Company Values: Reinforce a culture of integrity and accountability across every customer touchpoint.

Problem Solving Formula

Diagram illustrating the Integrity Service® four-step problem-solving formula for customer service training: Step 1 – Understand the problem through active listening; Step 2 – Identify the cause to address the root issue; Step 3 – Discuss possible solutions collaboratively; Step 4 – Solve the problem with ownership and timely action. Used in customer service training across New Zealand and Australia.

Our 4-Step Problem Solving Formula

At the centre of Integrity Service® is a clear, practical approach to resolving customer concerns. This four-step problem solving formula provides staff with the structure and confidence to respond professionally—turning service challenges into opportunities to build trust and loyalty.

Step 1: Understand the Problem

Encourage staff to listen actively, ask clarifying questions, and ensure they fully grasp the customer’s concern before taking action. This step lays the foundation for a meaningful resolution.

Step 2: Identify the Cause

Go beyond surface-level symptoms to uncover the real reason behind the issue. Understanding what went wrong helps prevent similar problems in the future.

Step 3: Discuss Possible Solutions

Engage the customer in exploring viable options. This collaborative approach ensures the solution is realistic, relevant, and aligned with both the customer’s expectations and your business capabilities.

Step 4: Solve the Problem

Take ownership and follow through with a timely, effective solution. Staff are encouraged to communicate clearly, manage expectations, and ensure the customer feels supported every step of the way.

This four-step process is simple, effective, and easy to apply in real-world customer interactions. It forms the backbone of our Integrity Service® programme and is one of the reasons our Customer Service Training in New Zealand and Australia delivers lasting impact across industries.

What Makes Integrity Service so Impactful?

Two customer service representatives smiling at each other after completing customer service training for new zealand and australian businesses
  • 1
    Adaptable 6-Step Customer Communication Process: Provides a clear, flexible framework enabling staff to engage effectively with diverse customer needs across various industries.
  • 2
    Behaviour Styles Model: Equips teams with insights into different communication styles, fostering empathy and enhancing customer interaction
  • 3
    Interactive Learning Experience: Engages participants through practical exercises and real-world scenarios, ensuring immediate applicability of skills.
  • 4
    Customised Content for Relevance: Training materials tailored to align with your organisation's specific context, industry, and customer base, ensuring maximum relevance and impact.
  • 5
    Managerial Coaching Resources: Provides tools and frameworks for leaders to reinforce learning, support behavioural change, and sustain performance improvements.
  • 6
    Alignment with Organisational Goals: Integrates service excellence with your company's mission and values, promoting cohesive team engagement and strategic alignment.

Client Success

A few examples of the impact Integrity Service delivers for our clients

79% decrease in turnover and 22% increase in customer service effectiveness.

Price Cooper

Rated #1 in Customer Satisfaction for all ultilities companies in the USA

Southern Company

Increased cross-functional consistency, contributed to employee growth and development, enhanced the understanding of parallel issues among departments within the division.

OPPD

26% increase in loan volume and 22% increase in deposit volume.

First Dakota National Bank

Customer Service representative smiling and looking at his team during training

Testimonial

“The results from the programme included an increase in internal communication, an increase in the awareness of the internal and external customer, and an increase in team building nationwide. People now trade harder on product availability, quality of service, delivery, timing, at a competitive price. They don’t discount as much. There has been a major shift in profitability.”

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