Transcript Lesson 1 Getting Started in PowerPoint

Chapter 6: Customer Service and
Behavior
© 2012 by Robert W. Lucas
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Learning Outcomes
• 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.
• 6-3 Respond to customer problems effectively while
building relationships.
• 6-4 Use knowledge of behavioral styles to help
manage perceptions of others
© 2012 by Robert W. Lucas
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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
© 2012 by Robert W. Lucas
Behavioral Styles
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Rational
Inquisitive
Decisive
Expressive
© 2012 by Robert W. Lucas
Communicating with Each Style
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• See page 194, figure 6-2
© 2012 by Robert W. Lucas
Building a Strong Relationship
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Discover customer needs
Say yes
Seek opportunities for service
Focus on process improvement
© 2012 by Robert W. Lucas
Building a Strong Relationship
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Make customers feel special
Be culturally aware
Know your products/services
Prepare yourself
© 2012 by Robert W. Lucas
Perceptions
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• Define
• How do people perceive you?
© 2012 by Robert W. Lucas
Perceptions
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• Factors affecting perceptions
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Physical qualities
Social roles
Social behaviors
Psychological qualities
Group affiliations
• Stereotypes
© 2012 by Robert W. Lucas