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CHAPTER SIX

Learn how to recognize and interact with different customer styles, develop effective communication strategies, and respond to customer cues. Understanding behavioral styles helps build relationships and improve customer service. Discover techniques to serve customers better and enhance communication skills.

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CHAPTER SIX

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  1. CHAPTER SIX Customer Service and Behavior

  2. LEARNING OBJECTIVES • Recognize four behavioral style • Use techniques to interact with customer styles • Develop communication strategies • Interpret customer cues • Respond effectively to problems

  3. WHY BE CONCERNEDWITH BEHAVIOR • Help establish and maintain relationships • Recognizing own style is important • Different does not mean wrong • Relationships built on acceptance • Can’t control others

  4. WHAT ARE BEHAVIORAL STYLES? Observable tendencies that you and other people exhibit when dealing with tasks or people

  5. IDENTIFYING BEHAVIORAL STYLES • Awareness leads to understanding • People have primary behavior pattern • Characteristics not absolute indicators

  6. STYLE TENDENCIES • Rational • Inquisitive • Decisive • Expressive

  7. BUILDING STRONGER RELATIONSHIPS (1) • Discover customer needs • Say “yes” • Seek opportunities to serve • Focus on process improvement • Make customer feel special

  8. BUILDING STRONGER RELATIONSHIPS (2) • Be culturally aware • Know products and services • Continue to learn about people • Prepare yourself

  9. FACTORS AFFECTING PERCEPTIONS • Physical qualities • Social roles • Social behaviors • Psychological qualities • Group affiliations

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