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

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 RationalInquisitive DecisiveExpressive

6-7 Communicating with Each Style StyleBehaviors Exhibited Nonverbal CuesVerbal CuesAdditional 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 Style StyleBehaviors Exhibited Nonverbal CuesVerbal CuesAdditional 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 to Customer Problems StyleStrategies 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 to Customer Problems StyleStrategies 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 How someone views an item, situation, or others Perceptions Generalization made about an individual or group and not based on reality Stereotype

6-14 Figure Factors Affecting Perceptions