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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