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Personalities & Customer Service - Part 1

Personalities & Customer Service - Part 1. Steven A. Adams, CPC, CPC-H, COA. I want to help you today by:. Showing you there are four common personality styles Teaching you how to “label” yourself, staff, family, and friends

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Personalities & Customer Service - Part 1

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  1. Personalities & Customer Service - Part 1 Steven A. Adams, CPC, CPC-H, COA

  2. I want to help you today by: • Showing you there are four common personality styles • Teaching you how to “label” yourself, staff, family, and friends • Providing you with the tools and techniques necessary to get the best customer service out of your employees

  3. Of Businesses In Any Sector Get 85% of the Customers 5%

  4. Your View of Customer Service Depends On Your Personality

  5. Key To Successful Customer Service You can get everything you want out of life if you give people everything they want out of life. Grandpa Harvey

  6. Drivers Analyticals Amiables Expressives Lions Owls Koala Bears Monkeys Personalities 3

  7. Just for Fun!Best 2 out of 3

  8. Party Questions • What’s your favorite movie? • I don’t have time to go to the movies • Oh, there are so many movies, I really don’t know • I really don’t like movies, I’d rather read a book • Joe Dirt 3

  9. Party Questions • What’s your favorite song on the radio? • I don’t have time to listen to the radio • Oh, I listen to all kinds of music, I really don’t know • I really don’t listen to the radio, I’d rather read a book • I love this bar… - Toby Keith 3

  10. Party Questions • What’s your favorite TV show ? • I don’t have time to watch television • Oh, there are so many, I really don’t know • I really don’t watch television, I’d rather read a book • Seinfeld 3

  11. Ask: Tell: Assertiveness: Supportive, quiet, slow paced, deliberate, agreeable, avoids risks, lets others initiate Direct, outgoing, takes risks, loud, knows no strangers, fast paced, confrontational, competitive 4

  12. Control: Emote: Responsiveness: Cool, distant, businesslike, cautious, guarded, reserved, serious, impersonal Warm, personable, emotional, approachable, impulsive, stories, easy to get to know 4

  13. Mini-Assessment Control Owl Lion Ask Tell Koala Bear Monkey 4 Emote

  14. Mini-Assessment Control Ask Tell Monkey 4 Emote

  15. Mini-Assessment Control Lion Ask Tell 4 Emote

  16. Mini-Assessment Control Owl Ask Tell 4 Emote

  17. Mini-Assessment Control Ask Tell Koala Bear 4 Emote

  18. What About Your Co-Workers? • Pick a co-worker • What do you think they are? • Identify their style based on what you circled 5

  19. Attitude Toward Customer Service - A Sense of: Control Business Owl Lion Ask Tell Koala Bear Monkey Personal Emote

  20. Still Unsure - Personality Test • Lion • Monkey • Koala Bear • Owl 6

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  23. Personality Test • Lion • Monkey • Koala Bear • Owl • Does this match your mini-assessment

  24. Wise Owl The important thing is to not stop questioning.Albert Einstein

  25. Owls

  26. WMM: Loves to: Hates to: Phrase: Backup Behavior: Slogan: Wise Owl Accuracy Constantly think Be rushed Logical Avoid Service Has To Be A Forethought, Not An Afterthought 8 /12

  27. Lion Be sure you put your feet in the right place, then stand firm. Abraham Lincoln

  28. Lions

  29. WMM: Loves to: Hates to: Phrase: Backup Behavior: Slogan: Lion Accomplishment Achieve goals Listen to others Now Micro-management If You Don't Take Care of Your Customers, Somebody Else Will 8 / 9

  30. Koala Bear Hide not your talents. They for use were made. What's a sundial in the shade. Ben Franklin

  31. Koala Bears

  32. WMM: Love to: Hates to: Phrase: Backup Behavior: Slogan: Koala Bear Acceptance Be part of a team Experience change Harmony Back stabs Loyalty Is A Two Way Street, Don't Expect It, If You Don't Give It 8 /11

  33. Monkey Got Beer? Homer Simpson

  34. Monkeys

  35. WMM: Loves to: Hates to: Phrase: Backup Behavior: Slogan: Monkey Applause Be spontaneous Deal with details Big picture Attack You Can't Be Number One By Doing What Everybody Else Is Doing 8 /10

  36. What Comes Naturally Business Coding Bookkeepers Compliance Doctors Managers Administrators Lions Owls Koala Bear Monkey Billing Nursing PA/NP Customer Service Receptionist Drug Rep Personal

  37. Half of being smart is knowing what you’re stupid at!

  38. Key To Successful Customer Service You can get everything you want out of life if you give other people what they want out of life. Grandpa Harvey

  39. Conclusion • Know yourself • Control yourself • Know those around you • Give them what they want

  40. Remember: You Can Dream, Create, Design, and Build The Most Wonderful Place In The World, But It Requires People To Make It a Reality. Steven A. Adams

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