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Customer Experience & Integrity

Having integrity means being honest, ethical, and following defined moral principles. Integrity in serving our customers (internal and external) is about even more than honesty and respect. It's about taking your commitments seriously, being proactive in the process, and being accountable for the results. As a result, trust is built with the customer, and you, your team, and the organization can thrive. 

One of the best ways to understand this integrity is to look at the traits associated with integrity and display these when interacting with customers. 

1. Valuing honesty and openness - don't brush off difficult conversations. Be honest and upfront about processes, timelines, and expectations early on. Being honest can sometimes be uncomfortable, but it can prevent issues later on. 
2. Taking responsibility and accountability for your actions- It's easy to take ownership of things we did correctly, but integrity really comes into play when we miss the mark. Admit mistakes and learn from them. 
3. Respecting yourself and others- this is essential for maintaining good relationships with customers and coworkers. If you've ever felt disrespected as a customer, make sure you avoid making those mistakes with your customers.
4. Demonstrating reliability - People count on you to do what you say you are going to do. This allows us to build trust with our coworkers and customers. 
5. Showing patience and flexibility- with a bit of patience, an unexpected obstacle or difficult conversation can be a valuable opportunity for growth and in building resilience.