Foundations of Customer Service (FCS240)

Session 6 Customer Service and Behaviour

Page 1

Behavioural Styles

Observable tendencies that you and other people exhibit

when dealing with tasks or people

Page 2

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

Page 3

Behavioral Style Categories

Rational

Inquisitive

Decisive

Expressive

Page 4

Rational
Characterized by being quiet, reflective, task-focused, and
systematic.
Very patient.
Exhibit congenial eye contact and facial expressions.
Avoid conflict and anger.
Like leisure activities that involve people.

Page 5

Inquisitive
Characterized by being introverted, task-focused, and detailoriented.
Prefer to interact in writing rather than in person or on the phone.
Prefer formality and distance in interactions.
Be very punctual and time-conscious.
Be diplomatic with others.

Page 6

Decisive
Characterized by a direct, no-nonsense approach to people and
situations.
Work proactively toward a solution to a problem.
Project a competitive nature.
Talk and interrupt more than listen.
Prefer active, competitive leisure activities.

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Expressive
Characterized as being people-oriented, fun-loving, upbeat, and
extroverted.
Smile and use open body language.
Initiate project.
Dislike routine.
Like action-oriented, people-centered leisure activities.

Page 8

Communicating with Each Style

Style

Rational

Behaviors Exhibited
Nonverbal Cues

Verbal Cues

Gentle handshake
Flowing,
nondramatic
gestures
Fleeting eye contact

Steady, even delivery Avoids

Subdued volume
confrontation
Slower rate of
speech
Keeps
communication brief
Communication
follows a logical
pattern

Inquisitive Deliberate body

movements
Uses little physical
contact
Correspondence is
formal and includes
many details

Additional Cues

Quiet, slow-paced
Values concise
speech
communication
Minimal vocal variety Prefers
confirmation and
backup in writing
Uses formal
names instead of
nicknamesPage 9

Communicating with Each Style

Style

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
Inattentive to
when describing
details in tasks
something
Shares personal
Fast rate of
information and
speech
virtually anything
Emphasizes
else freely
storytelling and fun

Page 10

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

Page 11

Building Stronger Relationships

Focus on process improvement through seamless service

Make customers feel special
Be culturally aware
Know your products and services

Page 12

Strategies for Responding to Customer Problems

Style

Strategies

Rational

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

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

Page 13

Strategies for Responding to Customer 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
Page 14

Perceptions and Stereotypes

Perceptions
How someone views an item, situation, or others

Stereotype
Generalization made about an individual or group and
not based on reality
Page 15

Figure 6.4 - Factors Affecting Perceptions

Page 16

Professionalism

What does professionalism mean?

Does it increase customers expectations?

Can you recognize professionalism? How?

Page 17

Professionalism

Consistent behaviour
Knowledge
Attitude
Choice words
Proper treatment
Rapport building
Proper tone / pace

Page 18

Professionalism:
Consistent Behaviour

Disciplined
Well organized
Taking charge
Consistent information and solutions
From contact to contact, media to media and agent to agent

Page 19

Professionalism:
Knowledge
Subject Matter Expert
Understand internal systems and Jargons
Know where to find information
If in doubt, ASK!

Provide solutions, not just information

Page 20

Professionalism:
Attitude

Servants heart
Can-do
Problem solvers
Aiming for the best
Cheerful voice
Sincere willingness

Delighted to be here!!

Page 21

Professionalism:
Choice Words

Positive language
Respectful
In control
Right emotions

Page 22

Professionalism:
Proper Treatment

Respect
Non judgmental
Sensitive
Discretion
Individual treatment

Page 23

Professionalism:
Rapport Building

Working together
Understanding customers requirement
Sharing your knowledge
Looking for win-win solutions
Building trust
Finding common interest

Page 24

Professionalism:
Proper Tone / Pace
Professional tone
Knowledgeable
Delighted to help
Welcoming

Adjust your pace to that of the customer

If too fast, ask customer to slow down
If too slow, be patient
Differentiate the type of customer
Provide information in an adjusted pace

Page 25

More Information on Personality Types

There are many additional assessment that you can perform on
your own:
16 Myers-Briggs personality types:
http://www.personalitydesk.com/personality-types
Myers-Briggs personality test (not official test):
http://www.humanmetrics.com/cgi-win/jtypes2.asp
http://www.personalitydesk.com/personality-type-finder
Leadership assessment:
http://www.yourleadershiplegacy.com/assessment/assessment.php

Emotional intelligence assessment :

http://queendom.com/tests/access_page/index.htm?idRegTest=1121

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Mid-Term
February 25, 2016
Closed book
You are allowed to bring 1 cheat sheet (8 by 11), one side
only, hand written (no copies) with your name and student
number clearly at the top.

25 Multiple choice questions

Make sure to bring and use pencil

5 Short answer questions

100 minutes
Session 1 6
20% of final grade
Page 27

Sample of Multiple Choice Questions

Which of the following is not one of the steps for Managing
Customer Complaint?
a)
b)
c)
d)
e)

Let the customer vent

Avoid getting trapped in a negative filter
Express empathy to the customer
Offer them an incentive to reconsider their complaint
Begin active problem solving

Page 28

Sample of Multiple Choice Questions

Which of the following is not important when responding to an
e-mail message?
a)
b)
c)
d)

Get to the point Why am I writing this?

Dont use slang Use a thesaurus
Dont be repetitive
None of the above

Page 29

Sample of Short Answer Questions

What are the four stages of Service Excellence Process?
What is the main idea of each?

What are the main (minimum 4 points) characteristics,

behaviour and expectations of todays customers?

Page 30