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