1. © 2012 by Robert W. Lucas Chapter 6: Customer Service and Behavior

2. 2 2 © 2012 by Robert W. Lucas Learning Outcomes 6-1 Identify four key behavioral styles and the roles they play in customer service.6-1 Identify four key behavioral styles and the roles they play in customer service. 6-2 Develop strategies for communicating effectively with each behavioral style.6-2 Develop strategies for communicating effectively with each behavioral style. 6-3 Respond to customer problems effectively while building relationships.6-3 Respond to customer problems effectively while building relationships. 6-4 Use knowledge of behavioral styles to help manage perceptions of others6-4 Use knowledge of behavioral styles to help manage perceptions of others

3. 3 3 © 2012 by Robert W. Lucas Behavioral Styles Behavioral Styles What are they? –Observable tendencies that you and other people exhibit when dealing with tasks or people Research on behavioral styles – –Jung – –Myer Briggs

4. 4 4 © 2012 by Robert W. Lucas Behavioral Styles Behavioral Styles Rational Inquisitive Decisive Expressive

5. 5 5 © 2012 by Robert W. Lucas Communicating with Each Style Communicating with Each Style See page 194, figure 6-2

6. 6 6 © 2012 by Robert W. Lucas Building a Strong Relationship Building a Strong Relationship Discover customer needs Say yes Seek opportunities for service Focus on process improvement

7. 7 7 © 2012 by Robert W. Lucas Building a Strong Relationship Building a Strong Relationship Make customers feel special Be culturally aware Know your products/services Prepare yourself

8. 8 8 © 2012 by Robert W. Lucas Perceptions Perceptions Define How do people perceive you?

9. 9 9 © 2012 by Robert W. Lucas Perceptions Perceptions Factors affecting perceptions – –Physical qualities – –Social roles – –Social behaviors – –Psychological qualities – –Group affiliations Stereotypes