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CHAPTER 6CUSTOMER SERVICE AND

BEHAVIOR

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CONCERNED WITH BEHAVIORAL STYLES

Need to understand human behavioral style characteristics The more proficient you become own behavioral characteristics, the better will be at establishing and maintaining positive relationship with customersSelf knowledge is the starting point Examine some common behavior that you exhibit and observe in various other people

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Recognize own style Recognize someone else doing, something or acting differently from the way you do doesn’t mean that the person is wrong Relationship are built on accepting the characteristics of others Adaptability is crucial, do not always act the way you want them to Do not control over the behavior of others but control over own behavior

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WHAT ARE BEHAVIORAL STYLE?

Observable tendencies (action that you can or experience) that you and other people exhibit when dealing with tasks and people Personality forms based on experiences and environment

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IDENTIFYING BEHAVIORAL STYLES

An awareness of own style preference can lead to better understanding of customersBy understanding these characteristics, it can improve communication, build stronger relationships and offer better service to the customer

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Primary behavior patternThe way a person acts or reacts under certain circumstances He or she reverts in stressful situation, people also have other characteristics in common and regularly demonstrate some of the other behavioral patterns

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STYLE TENDENCIES

RATIONAL

INQUISITIVE

DECISIVE

EXPRESSIVE

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RATIONAL

People who have a preference for the rational style may tend to:

Be very patient Wait or stand in one place for period of time without complainingExhibit congenial eye contact and facial expressionsPrefer one-on-one or small group interactions over solitary or large-groups ones Seek specific or complete explanations to questions Dislike calling attention to themselves or a situation Avoid conflict and anger

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Often wear subdued colors and informal, conservative or conventional clothing styles Ask questions rather than state the opinion Listen and observe more than they talk Communicate more in writing and like the use of notes Like to be on a first-name basis with others Have intermittent, eye contact with brief, businesslike handshakeHave informal, comfortable office spaces, possibly with pictures of family Like leisure activities than involve people (often family)

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INQUISITIVE

People who have a preference for the inquisitive may tend for :

Rarely volunteer feelings freely Ask specific, pertinent questions rather than making statements of their feelingsRely heavily on facts,times,dates and practical information to make point Prefer to interact in writing rather than in person or phonePrefer formality and distance in interactions

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Use formal titles and last names as opposed to first namesUse cool, brief handshakes , often without a smileWear a conservative clothing Be impeccable in their grooming but may differ in their choice of stylesBe very punctual and time-conscious Carry lengthy conversationsBe diplomatic with others Prefer solitary leisure activities Keep their personal life separate from business

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DECISIVE

People who have a preference for the decisive style may tend to:

Move quickly Seek immediate gratification of needs or results Work proactively toward a solution to a problem Be forceful and assertive in their approach Project a competitive nature Display a confident, possibly arrogant demeanor Ask specific, direct questions and give short straight answers

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Discuss rather than write about something Talk and interrupt more than listen Displays symbols of power to demo their own importance Be solemn and use closed, nonverbal body cues Have firm handshakes and strong, direct eye contact Have functionally decorated offices Prefer active, competitive leisure activities

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EXPRESSIVE

People who have a preference for the expressive style may tend to:

Look for opportunities to socialize or talk with othersProject a friendly, positive attitudeBe enthusiastic, even animated when talking Use direct eye contact and enthusiasticSmile and use open body language Get close or touch when speaking to someone Talk rather than write about something Initiate projects

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Wear bright ,modern or unusual clothes and jewelryDislike routine Shared feeling and express opinion or ideas easily and readily Get distracted in conversation and start discussing other issues Prefer informal use of names Not be time conscious and may often be late for appointmentsSpeak loudly and expressively with a wide range of inflection Like action-oriented, people –centered leisure activities

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COMMUNICATING WITH EACH STYLE

FIGURE 6.2

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BUILD STONGER RELATIONSHIP BY PROBLEM SOLVING

Discover customer needs Say “yes”Seek opportunities for service Focus on process improvement Make customer feel special Be culturally aware Know your product and services Continue to learn about people Prepare yourself

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DEALING WITH PERCEPTIONS

Factors affecting perceptionsPhysical qualities

Social roles

Social behaviors

Psychological qualities

Group affiliations

Perception and stereotypes

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STRATEGIES FOR SUCCESS

RATIONAL

INQUISITIVE

DECISIVE

EXPRESSIVE

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RATIONAL Focus their need for security and amiable relationships Show a sincere interest in them Organize information in a logical sequence Take a slow, low-key approach in recommending products or services Use open-ended questions to obtain information Explain how products and services can help simplify and support their relationshipsStress low risk and benefits to them Encourage them to verify facts ad so on When change occur, explain the needs for changes and allow time for adjustmentProvide information on available warranties,quarantees and support system

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INQUISITIVE Focus on their need for accuracy and efficiency by methodically outlining steps processes or detailed related to product or service Tie communication into facts Prepare information in advance Approach encounters in a direct Avoid small talk and speaking about yourself Ask specific open-ended questions about background or experiencesPresent solution in a sequential Have documentation available to substantiate claims Don’t pressure their decisionFollow through on promise

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DECISIVE Focus on their need for control Provide direct, concise and factual answersKeep explanations brief and provide solution not excusesAvoid trying to get to know them (they think it is wasting time)Be conscious of timeProvide opportunities for the customer to talk by alternately providing smalls bit of infoBe prepared with info, details before they arriveProvide option supported by evidenceFocus on new, innovative, products and services

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EXPRESSIVE Focus on their need to be liked and accepted by appealing to their emotionsGive positive feedback, acknowledging their ideas Listen to their stories and share humorous ones about yourselfUse an open ended, friendly approachAsk questions such as “what attracted you to this product or service?”Keep product details to a minimumDescribe how product can help them get closer to their goalsExplain solution or suggestions in term of the impact on them If appropriate, provide incentives to encourage a decision

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END OF CHAPTER 6

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