Customer Service and Behavior
The one-day seminar for customer service employees, field service people and so on
Why this training is important?
- The basic cause of most inharmonious human relationships is the tendency to impose our values on other people.
- Employees nearly always gain new insights into customer interaction when they have considered the notion of behavioral styles.
- Learning the key points in dealing with people who have a variety of behavioral styles is very helpful in keeping interaction smooth and effective: in fact, it avoids having to start over again. So do it right the first time.
- Understanding behavioral styles can aid in establishing and maintaining positive customer relationships.
- Some behavioral styles are not better than others.
- An awareness of your own style can lead you to understand customers and improve your relationships with customers.
- Often there are many different perceptions of an event. Our perceptions are often influenced by many factors such as physical qualities, social roles and behaviors, psychological qualities, and group affiliations. In effect, there are sometimes as many different perceptions of an event as there are people involved.
After completing this training, you will be able to:
- Recognize four key behavioral styles and the roles they play in customer service.
- Use techniques outlined to interact with various customer behavioral styles.
- Develop strategies for communicating effectively with customers.
- Interpret customer nonverbal cues effectively on the basis of behavioral styles.
- Respond to customer problems effectively.
Schedule of the training:
|Introduction, trainer, materials of the course, participants:
|Topic I : ||WHY BE CONCERNED WIth BEHAVIORAL STYLES?|
- What are behavioral styles?
- Identifying behavioral styles.
- Describing Your Behavior.
- Sample completed self-assessment.
|9: 20 |
|Topic II : ||STYLE TENDENCIES|
- D: Decisive.
- I: Inquisitive.
- R: Rational.
- E: Expressive.
- Communicating with each style.
- Discover Customer Needs.
- Avoid Saying No.
- Seek Opportunities for Service.
- Focus on Process Improvement.
- Make Customers Feel Special.
- Be Culturally Aware.
- Know Your Products and Services.
- Continue to Learn About People.
- Prepare Yourself.
|Topic III : ||DEALING WIth PERCEPTIONS|
- Factors Affecting Perception.
- Perceptions and stereotypes.
- Stereotype evaluation.
|Topic IV : ||STRATEGIES FOR SUCCESS|
- Decisive. People whose style is "D" often want to save time and money.
- Inquisitive. People whose style is "I" often desire quality, efficiency, and precision.
- Rational. People who demonstrate the "R" behavioral style often want to maintain peace and group stability.
- Expressive. People exhibiting the "E" style are typically people-oriented and want to be around people.
|Completion of the day. Summing up
During the training distributing materials will be granted (questionnaire, booklets, practical recommendations), the role games, tests will be conducted, audio records will be listened, exercises will be performed.