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  1. 1. 6 3 <ul><li>Explain what behavioral styles are and why you should be concerned with them. </li></ul><ul><li>Identify four key behavioral styles and the roles they play in customer service. </li></ul><ul><li>Develop strategies for communicating effectively with each behavioral style. </li></ul>Building and Maintaining Relationships Customer Service and Behavior Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  2. 2. Learning Objectives , continued <ul><li>Respond to customer problems effectively while building relationships. </li></ul><ul><li>Use knowledge of behavioral styles to help manage perceptions of others. </li></ul>
  3. 3. Behavior Styles Defined <ul><li>They are observable tendencies (actions that you can see or experience) that you and others exhibit when dealing with tasks or people. </li></ul><ul><li>The phrase behavioral styles is a descriptive term that identifies categories of human behavior identified by behavioral researchers. </li></ul>
  4. 4. Identifying Behavior Styles <ul><li>Research in Behavioral Styles </li></ul><ul><li>The work of psychiatrist Carl Jung: </li></ul><ul><li>Behavior—introvert and extravert (attitudes) </li></ul><ul><li> — thinking, feeling, sensing and intuitive (functions) </li></ul><ul><li>From his research and that of others came self-assessment questionnaires, profiles </li></ul><ul><li>Complete Work It Out 6.1 , p. 145, to get an idea of your behavioral preferences. Then compare your preferences as you discuss the four styles. </li></ul>
  5. 5. Four Behavioral Styles <ul><li>Behavioral Styles </li></ul><ul><li>Everyone typically has a primary behavior pattern (the way a person acts or reacts under certain circumstances). </li></ul><ul><li>The four styles are: R: Rational D: Decisive I: Inquisitive E: Expressive </li></ul>
  6. 6. Communicating with the Styles <ul><li>The styles explained : </li></ul><ul><li>RATIONAL </li></ul><ul><li>INQUISITIVE </li></ul><ul><li>What are the nonverbal cues for people in these styles? </li></ul><ul><li>What are the verbal cues? </li></ul><ul><li>What strategy would you use as a customer service professional? </li></ul><ul><li>What are the customer relationship strategies? </li></ul>
  7. 7. Communicating with the Styles , continued <ul><li>The styles explained, continued : </li></ul><ul><li>DECISIVE </li></ul><ul><li>EXPRESSIVE </li></ul><ul><li>What are the nonverbal cues for people in this style? </li></ul><ul><li>What are the verbal cues? </li></ul><ul><li>What strategy would you use as a customer service professional? </li></ul><ul><li>What are the customer relationship strategies? </li></ul>
  8. 8. Building Stronger Relationships <ul><li>Building stronger relationships with customers : </li></ul><ul><li>Discover customer needs </li></ul><ul><li>Say yes </li></ul><ul><li>Seek opportunities for service </li></ul><ul><li>Respond appropriately to customers’ behavioral styles. People send verbal and nonverbal clues to their behavioral style. Review those shown in the text to match with your customers’ styles. </li></ul>
  9. 9. Building Stronger Relationships <ul><li>Suggestions for building stronger relationships, continued </li></ul><ul><li>Focus on Process Improvement with Seamless service. What does this mean? </li></ul><ul><li>Definition: Seamless service </li></ul><ul><li>Service that is done in a manner that seems effortless and natural to the customer. There is no inconvenience to the customer. </li></ul>
  10. 10. Building Stronger Relationships <ul><li>Suggestions for Building Stronger Relationships , continued </li></ul><ul><li>Make customers feel special </li></ul><ul><li>Be culturally aware </li></ul><ul><li>Know your products and services </li></ul><ul><li>Prepare yourself. </li></ul>
  11. 11. Strategies for Responding to Problems, Fig. 6.3
  12. 12. Strategies for Responding to Problems, continued