1 / 28

True Colors of Customer Service

True Colors of Customer Service. Stephanie Blanck Sablanck@msn.com. Before You Can Give Great Customer Service…. You Need to know your own style of responding to others in social situations.

kboles
Download Presentation

True Colors of Customer Service

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. True Colors of Customer Service Stephanie Blanck Sablanck@msn.com

  2. Before You Can Give Great Customer Service….. • You Need to know your own style of responding to others in social situations. • This session will introduce you to your True Colors and then show you how to apply your true colors to customer service as an instructor and colleague. TrueColors

  3. Introduction to True Colors • Color has been used to shape and describe our lives, our habits, our values, and our feelings throughout the ages. Who we are is based on gender, sex, life experiences, environment, class, religion, etc. • Research into the physiological effects of color has shown that it truly has an impact on our lives, often in unconscious and mysterious ways. • How much better it is to refer to and connect with color than with the highly technical formulas, symbols, words, and numbers generally associated with temperament/personality/learning theory. • After reviewing the research data, colors for True Colors were chosen for their direct association with the psychological and physiological needs of people.

  4. What is YOUR Color? • Pull out the Discovering Our Personality Style paper – turn it over and fill in the boxes. • Each ROW should have a 1,2,3,4 with 4 being MOST like you and 1 being LEAST like you. • Do all 5 rows • Add the COLUMNS as indicated in the bottom box (No column should have less than a score of 5 or greater than 20 • When done – come get your sticker!

  5. Who are you? • Move to your color group – take a few moments to read about your color profile • Discuss – how are you alike in your dominant color? Do you find you have traits in common? • How do your WORK characteristics influence how you treat your customers? Colleagues?

  6. Blue represents CALM • Thoughts of this color pacifies us as does a calm blue sea • It creates tranquility • Those with blue as a primary color value balance and harmony • They prefer lives free from tension…settled, united, and secure • Represents loyalty and a sense of belonging, and yet, when friends are involved, a vulnerability. • It is characterized by empathy, aesthetic experiences, and reflective awareness • In temporal terms, blue is present and future

  7. YOUR STRENGTH IS AUTHENTICITY • Authenticity is your standard • You seek to express your inner you • Devotion to relationships • Cultivate the potential in others • Sensitive to subtlety • Want to make a difference in this world • Seek harmony

  8. Expects from others… • Expects others to express views • Assumes “family spirit” • Works to develop others’ potential • Individuals oriented • Democratic, unstructured approach • Change time allows for sense of security • Expects people to develop to their potential

  9. GOLD represents need to be SOLID and RESPONSIBLE • Fulfill duties and obligations • Organize and structure out life and that of others • Practical and sensible • Believe people should earn their way in life through hard work and service to others • Reflects a need to belong through sharing the load • Represents stability, organization, efficiency, dependability • Embraces home and family with fierce loyalty • Gold is past and present

  10. YOUR STRENGTH IS DUTY • Steadfastness and loyalty are your trademarks • Generosity • Work ethic • Ceremony • A sense of history • A value of order • Home and family • Establishing and organizing institutions

  11. Expects…. • Expects punctuality, order, loyalty • Assumes “right” way to do things • Seldom questions tradition • Rules oriented • Detailed/thorough approach—threatened by change • Prolonged time to initiate any change • Expects people to “play” their roles

  12. GREEN represents PERSISTENCE, DETERMINATION,FIRMNESS, CONSISTENCY • Value intellect, and capability above all else • Increase their own esteem by being assertive and intellectual • Tend to depend upon information rather than feelings • Values practical and creative theory and data • Green is the future - visionary • Objective • Seeking justice

  13. YOUR STRENGTH IS KNOWLEDGE: • Developing models • Abstract thinking • Analytical processes • Exploring ideas • A variety of interests • Storing wisdom and knowledge • Abhorring redundancy • Handling complexity

  14. Expects…. • Expects intelligence and competence • Assumes task relevancy • Seeks ways to improve systems • Visionary • Analytical • Encourages change for improvement • Constantly “in process” of change • Expects people to follow through

  15. ORANGE represents POWER, ENERGY, AND STRENGTH • Will achieve results to win, to be successful • Desire all things that offer intense living and full experience • Is action: sport, struggle, competition, and productivity • Is the Present

  16. YOUR STRENGTH IS SKILLFULNESS • Need freedom to take immediate action • Testing the limits • The need for variation • Be able to act in a crisis • Charm, wit, and fun • Taking defeats only temporarily • Excitement and light-heartedness • Consider waiting as emotional death

  17. Expects • Expects quick action • Assumes flexibility • Works in the here and now • Performance oriented • Flexible approach • Welcomes change • Institutes change quickly • Expects people to “make it fun”

  18. Implications for Customer Service • What are the implications for our understanding your colleagues? • What misinterpretations can be made using email? • What if your customer is a different color than you? • How can you tell what your customer is? • How will YOU be different for your customer? • Does this make you critically think about the way you behave towards others? • Do you think we can all adjust somewhat in what we offer different types of customers? Or will we be bothered by different customer requests?

  19. When Blues listen, they focus on more than words. Your message will not get through fully to a Blue if a relationship is not first established. Blues don’t want to let anyone down, so we should be wary of overwhelming them. Blues may portray the opposite of what they are feeling. Blues get frustrated at the insincerity of the, “Hey, how are you?” ritual. Blues are saying right now, “This is so cool! I love how this will help me relate to other people!” Communicating with the Blue

  20. Blue Attributes – see yourself • Mediators • Caretakers • Passionate • Enjoys symbols of romance • Sensitive to the needs of others • Cooperative rather than competitive • Need to feel “Special” • Motivate and encourage others

  21. Gold's can come across as businesslike. In conversation, they want structure. “Can we do it the way we have always done it?” Gold's listen for details. Gold's are thinking right now, “Slow down! I am still writing notes on Blues!” Communicating with Gold’s

  22. Gold Attributes – see yourself • “Be Prepared” • Punctual, Predictable, Precise • Duty, Loyalty, Useful, Responsible • There is a RIGHT way to do everything • Love to plan • Conservative and stable • Rarely breaks rules/speed limit • Strong belief in policies and procedures

  23. Oranges are confident, loud, and casual “Now” oriented Oranges listen for entertainment, usefulness, and relevance They are constantly looking for opportunities They want forthright communication They are trying to accomplish a goal with all communication When talking to an Orange, encapsulate your information into bite-size pieces Give Oranges choices and ask for their suggestions Right now they are thinking...now I know! I can get ahead with this knowledge. Communicating with Oranges

  24. ORANGE Attributes: see yourself: • Good negotiator, charming • Do many things at once • Curious, welcomes new ideas • Superior ability to discriminate among options, see shades of gray • Hands-on person • Problem-solver • Practical • Adaptable • Fun-loving, enjoys life

  25. Greens communicate for the purpose of gaining or sharing information. Their favorite line is, “And your point is?” Greens listen for information and want to know the purpose for that particular communication. Greens usually don’t show emotion. When talking to a Green, be prepared to defend your position! Greens are thinking now, “How will this help me with people, again? I don’t need help with people. Why would I?” Communicating with Greens

  26. Green Attributes – you see yourself as: • Superior Intellect • Powerful • Creative • Calm, not emotional • Under control • Objective • Precise, not repetitive • Visionary

  27. Why is this important? • “It’s easy to get the players. Getting them to play together, that’s the hard part” (Baseball legend Casey Stengel). • We must understand in order to be understood (Stephen Covey).

  28. References • Miscisin, M. (2005). Showing our True Colors. Sacramento: True Colors, Inc.

More Related