customer service

1. Week 9

2. Customer Service Behaviors
Success in business depends on
identifying what your target customers
need or want and creating a total
package of benefits that meets these
needs in a superior fashion to your
competitors' offerings.

3. You must go beyond offering a better
product; your staff must also deliver
superior customer service from the
initial contact with the customer to
after the purchase is complete and the
customer is using the product.

4. Key Behaviors for
Good Customer Service
 Listening to Customers
 Double Up: Be Fast AND Accurate
 Operational Flexibility
 Own Up to Mistakes with Humility
 Make Relationship More Valuable than
Revenue
 Follow Up

5. Four Basic Customer Styles
1. The Analytical Customer
Analytical customers are detail-oriented.
They value accuracy. They will check out
the facts, stats, and research before
making a decision.
If you don't understand them you might
see analytical people as “stick in the
mud” types that slow down progress.

6. 2. The Expressive Customer
Expressive customers are fun loving,
spontaneous, and social people.
Be playful while doing business with
expressive customers and let them talk.
For those who don’t understand them,
they can be seen as “time wasters” and
frivolous.

7. 3. The Amiable Customer
Amiable customers are team players who focus
on the feelings and well-being of those who
work with them.
They enjoy forming close, trusting relationships.
They want to hear your opinions before making
a decision. And they want EVERYONE to be
happy, including you.
If you offend or do anything to make an amiable
customer feel unappreciated, they probably
won’t tell you. They will tell everyone else.

8. 4. The Direct Customer
Direct customers are results-driven, fast-
paced and know what they want. They
make decisions quickly and don’t like to
waste time.
Don’t chat about their kids or the
weather. Get right to the point. Share
creative solutions to their problems and
give them options.
They want to know “What will you do?”
and “By when will you deliver?”

9. Behavior Styles Through DiSC
DiSC is a personal assessment tool used to improve
work productivity, teamwork and communication. DiSC
is non-judgmental and helps people discuss their
behavioral differences.

10. D = Dominance – Challenge (Control Specialists)
How you respond to problems and challenges
I = Influence – Contacts (Communication Specialist)
How you influence others to your point of view
S = Steadiness – Consistency (Harmonizing Specialist)
How you respond to the pace of the environment
C = Compliance – Constraints (Information Specialist)
How you respond to rules and procedures set by
others

11. A person with a D style
• is motivated by winning, competition and success.
• prioritizes accepting challenge, taking action and
achieving immediate results.
• is described as direct, demanding, forceful, strong
willed, driven, and determined, fast-paced, and
self-confident.
• may be limited by lack of concern for others,
impatience and open skepticism.
• may fear being seen as vulnerable or being taken
advantage of.
• values competency, action, concrete results,
personal freedom, challenges.

12. A person with an i style
• may be limited by being impulsive and disorganized
and having lack of follow-through
• is described as convincing, magnetic, enthusiastic,
warm, trusting and optimistic
• prioritizes taking action, collaboration, and
expressing enthusiasm
• is motivated by social recognition, group activities,
and relationships
• may fear loss of influence, disapproval and being
ignored
• values coaching and counseling, freedom of
expression and democratic relationships

13. A person with an S style
• is motivated by cooperation, opportunities to help
and sincere appreciation
• prioritizes giving support, collaboration and
maintaining stability
• is described as calm, patient, predictable, deliberate,
stable and consistent.
• may be limited by being indecisive, overly
accommodating and tendency to avoid change
• may fear change, loss of stability and offending
others.
• values loyalty, helping others and security

14. A person with a C style
• is motivated by opportunities to gain knowledge,
showing their expertise, and quality work.
• prioritizes ensuring accuracy, maintaining
stability, and challenging assumptions.
• is described as careful, cautious, systematic,
diplomatic, accurate and tactful.
• may be limited by being overcritical,
overanalyzing and isolating themselves.
• may fear criticism and being wrong.
• values quality and accuracy

15. So, What’s Your Style ???