Foundations of customer service Ch9

8/19/2019 Foundations of customer service Ch9

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Foundations of Customer Service (FCS240)

Session 6 – Customer Service and Behaviour


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Behavioural Styles

Observable tendencies that you and other eole e!hibit"hen dealin# "ith tas$s or eole


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%dentifyin# Behavioral Styles

• &any of the models used to #rou behaviors "ere those identified

by Carl 'un#

• hile everyone has a primary behavior pattern eole are a

combination of various behavioral styles


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Behavioral Style Cate#ories

Rational In*uisitive

Decisive E!ressive


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+ational

• Characteri,ed by bein# *uiet reflective tas$-focused and

systematic.

• /ery atient.

• !hibit con#enial eye contact and facial e!ressions.

• 1void conflict and an#er.

•

i$e leisure activities that involve eole.


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%n*uisitive

• Characteri,ed by bein# introverted tas$-focused and detail-

oriented.

• 3refer to interact in "ritin# rather than in erson or on the hone.

• 3refer formality and distance in interactions.

• Be very unctual and time-conscious.

•

Be dilomatic "ith others.


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ecisive

• Characteri,ed by a direct no-nonsense aroach to eole and

situations.

• or$ roactively to"ard a solution to a roblem.

• 3ro5ect a cometitive nature.

• al$ and interrut more than listen.

•

3refer active cometitive leisure activities.


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!ressive

• Characteri,ed as bein# eole-oriented fun-lovin# ubeat and

e!troverted.

• Smile and use oen body lan#ua#e.

• %nitiate ro5ect.

• isli$e routine.

•

i$e action-oriented eole-centered leisure activities.


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Communicatin# "ith ach Style

Style Behaviors !hibited

7onverbal Cues /erbal Cues 1dditional Cues

+ational 8 9entle handsha$e8 Flo"in#

nondramatic#estures

8 Fleetin# eye contact

8 Steady even delivery8 Subdued volume8 Slo"er rate of

seech8 :ees

communication brief 8 Communication

follo"s a lo#icalattern

8 1voidsconfrontation

%n*uisitive 8 eliberate body

movements8 ;ses little hysical

contact8 Corresondence is

formal and includesmany details

8


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Communicatin# "ith ach Style

Style Behaviors !hibited

7onverbal Cues /erbal Cues 1dditional Cues

ecisive 8 Steady direct eyecontact

8 ritin# tends to beshort and secific

8 9estures tend to be

autocratic

8 Forceful tone8 Sea$s in

statements8 irect and

challen#in#

8 Fast rate ofseech

8 Short attentionsan "henlistenin#

8 /ery direct anddecisive

!ressive 8 nthusiasm andinflection in voice

8 1ctive bodylan#ua#e

8 /ery intensedramatic

8 ritin# tends to beflo"ery andincludes manydetails

8 !cessive details"hen describin#somethin#

8 Fast rate ofseech

8 mhasi,esstorytellin# and fun

8 %nattentive todetails in tas$s

8 Shares ersonalinformation andvirtually anythin#else freely


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Buildin# Stron#er +elationshis

• ;se effective communication and problem solving

• 3roduce a win-win situation

• iscover customer needs

• 1dot a ositive manner

• See$ oortunities for service


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Buildin# Stron#er +elationshis

• Focus on process improvement throu#h seamless service

• &a$e customers feel secial

• Be culturally a"are

• :no" your roducts and services


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Strate#ies for +esondin# to Customer 3roblems

Style Strate#ies

+ational 8 Stress resolution and security of the issue8 Smile "hen aroriate8 3rovide references or resources8 isten actively= ma$e eye contact8 Focus on ersonal movements to convey your feelin#s

about the incident%n*uisitive 8 >ave details and facts available

8 1roach in nonthreatenin# manner 8 isten actively ma$e eye contact and focus on the

situation

8 Be secific in outlinin# actions to be ta$en by everyone8 Follo" throu#h on commitments8 Offer #uarantees of resolution if ossible8 9ive facts and ros and cons of su##estions


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Strate#ies for +esondin# to Customer 3roblems

Style Strate#ies

ecisive 8 ;se lo"-itched unemotional seech8 Be atient and listen emathetically8 +eturn a firm businessli$e handsha$e8 Be brief and tell him or her "hat you can do8 Offer solutions and ro5ect cometence

8 Be formal and be time-conscious8 1s$ *uestions that focus on "hat he or she "ants

!ressive 8 +eassure and be suortive8 1llo" him or her to vent frustrations8 Smile and return eye contact "hile conversin#

8 Offer assistance and comly "ith his or her re*uests8 Focus on feelin#s throu#h emathy8 +eturn a firm businessli$e handsha$e8 3rovide active listenin# and offer ideas and su##estions


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3ercetions and Stereotyes

• >o" someone vie"s an item situation or others

Perceptions

• 9enerali,ation made about an individual or #rou andnot based on reality

Stereotype


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Fi#ure 6.4 - Factors 1ffectin# 3ercetions


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3rofessionalism

What does professionalism mean?

Does it increase customer’s expectations?

Can you recognize professionalism? How?


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3rofessionalism

8 Consistent behaviour

8 :no"led#e

8 1ttitude

8 Choice "ords

8 3roer treatment

8 +aort buildin#

8 3roer tone ? ace


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3rofessionalism@

Consistent Behaviour

8 iscilined

8 ell or#ani,ed

8 a$in# char#e

8 Consistent information and solutions – From contact to contact media to media and a#ent to a#ent


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3rofessionalism@

:no"led#e

8 Sub5ect &atter !ert

8 ;nderstand internal systems and 'ar#ons

8 :no" "here to find information – %f in doubt ASKA

8 3rovide solutions not 5ust information


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3rofessionalism@

1ttitude

8 Servants heart

8 Can-do

8 3roblem solvers

8 1imin# for the best

8 Cheerful voice

8 Sincere "illin#ness

8 Delighted to be here!!


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3rofessionalism@

Choice ords

8 3ositive lan#ua#e

8 +esectful

8 %n control

8 +i#ht emotions

f


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3rofessionalism@

3roer reatment

8 +esect

8 7on 5ud#mental

8 Sensitive

8 iscretion

8 %ndividual treatment

3 f i li


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3rofessionalism@

+aort Buildin#

8 or$in# to#ether

8 ;nderstandin# customers re*uirement

8 Sharin# your $no"led#e

8 oo$in# for "in-"in solutions

8 Buildin# trust

8 Findin# common interest


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&ore %nformation on 3ersonality yes

• here are many additional assessment that you can erform on

your o"n@

• 6 &yers-Bri##s ersonality tyes@

– htt@??""".ersonalitydes$.com?ersonality-tyes

•

&yers-Bri##s ersonality test (not official test)@ – htt@??""".humanmetrics.com?c#i-"in?5tyes2.as

– htt@??""".ersonalitydes$.com?ersonality-tye-finder

• eadershi assessment@

– htt@??""".yourleadershile#acy.com?assessment?assessment.h

• motional intelli#ence assessment @ – htt@??*ueendom.com?tests?accessDa#e?inde!.htmEid+e#est2

http://www.personalitydesk.com/personality-typeshttp://www.humanmetrics.com/cgi-win/jtypes2.asphttp://www.personalitydesk.com/personality-type-finderhttp://www.yourleadershiplegacy.com/assessment/assessment.phphttp://queendom.com/tests/access_page/index.htm?idRegTest=1121http://queendom.com/tests/access_page/index.htm?idRegTest=1121http://queendom.com/tests/access_page/index.htm?idRegTest=1121http://www.yourleadershiplegacy.com/assessment/assessment.phphttp://www.personalitydesk.com/personality-type-finderhttp://www.humanmetrics.com/cgi-win/jtypes2.asphttp://www.personalitydesk.com/personality-typeshttp://www.personalitydesk.com/personality-types


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&id-erm

• February 2G 206

• Closed boo$ – Hou are allo"ed to brin# cheat sheet (I J by ) one side

only hand "ritten (no coies) "ith your name and student

number clearly at the top.

• 2G &ultile choice *uestions – &a$e sure to brin# and use encil

• G Short ans"er *uestions

• 00 minutes• Session – 6

• 20K of final #rade


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Samle of &ultile Choice


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Samle of &ultile Choice


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Samle of Short 1ns"er

Documents

Foundations of customer service Ch9