Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

Chapter 6 Customer

Service and Behavior

6-2

Learning Objectives

Explain what behavioral styles are and why you should be concerned with them

Identify four key behavioral styles and the roles they play in customer service

Develop strategies for communicating effectively with each behavioral style

6-3

Learning Objectives

Respond to customer problems effectively while building relationships

Use knowledge of behavioral styles to help manage perceptions of others

6-4

Behavioral Styles

Observable tendencies that you and other people exhibit when dealing with tasks or people

Observable tendencies that you and other people exhibit when dealing with tasks or people

6-5

Identifying Behavioral Styles

Many of the models used to group behaviors were those identified by Carl Jung

While everyone has a primary behavior pattern, people are a combination of various behavioral styles

6-6

Behavioral Style Categories

6-7

Communicating with Each StyleStyle Behaviors Exhibited

Nonverbal Cues Verbal Cues Additional Cues

Rational • Gentle handshake• Flowing, nondramatic

gestures• Fleeting eye contact

• Steady, even delivery• Subdued volume• Slower rate of speech• Keeps communication

brief• Communication

follows a logical pattern

• Avoids confrontation

Inquisitive • Deliberate body movements

• Uses little physical contact

• Correspondence is formal and includes many details

• Quiet, slow-paced speech

• Minimal vocal variety

• Values concise communication

• Prefers confirmation and backup in writing

• Uses formal names instead of nicknames

6-8

Communicating with Each StyleStyle Behaviors Exhibited

Nonverbal Cues Verbal Cues Additional Cues

Decisive • Steady, direct eye contact

• Writing tends to be short and specific

• Gestures tend to be autocratic

• Forceful tone• Speaks in statements• Direct and challenging• Fast rate of speech

• Short attention span when listening

• Very direct and decisive

Expressive • Enthusiasm and inflection in voice

• Active body language• Very intense,

dramatic• Writing tends to be

flowery and includes many details

• Excessive details when describing something

• Fast rate of speech• Emphasizes

storytelling and fun

• Inattentive to details in tasks

• Shares personal information and virtually anything else freely

6-9

Building Stronger Relationships

Use effective communication and problem solving

Produce a win-win situation Discover customer needs Adopt a positive manner Seek opportunities for service

6-10

Building Stronger Relationships

Focus on process improvement through seamless service

Make customers feel special Be culturally aware Know your products and services

6-11

Strategies for Responding toCustomer Problems

Style Strategies

Rational • Stress resolution and security of the issue• Smile, when appropriate• Provide references or resources• Listen actively; make eye contact• Focus on personal movements to convey your feelings about

the incident

Inquisitive • Have details and facts available• Approach in nonthreatening manner• Listen actively, make eye contact, and focus on the situation • Be specific in outlining actions to be taken by everyone• Follow through on commitments• Offer guarantees of resolution if possible• Give facts and pros and cons of suggestions

6-12

Strategies for Responding toCustomer Problems

Style Strategies

Decisive • Use low-pitched, unemotional speech• Be patient and listen empathetically• Return a firm businesslike handshake• Be brief and tell him or her what you can do• Offer solutions and project competence• Be formal and be time-conscious• Ask questions that focus on what he or she wants

Expressive • Reassure and be supportive• Allow him or her to vent frustrations • Smile and return eye contact while conversing• Offer assistance and comply with his or her requests• Focus on feelings through empathy• Return a firm businesslike handshake• Provide active listening and offer ideas and suggestions

6-13

Perceptions and Stereotypes

6-14

Figure 6.4 - Factors Affecting Perceptions