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Chapter 6: Customer Service and Behavior

Chapter 6: Customer Service and Behavior. 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.

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Chapter 6: Customer Service and Behavior

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  1. Chapter 6: Customer Service and Behavior

  2. 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

  3. 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

  4. Behavioral Styles • Rational • Inquisitive • Decisive • Expressive

  5. Communicating with Each Style • See page 194, figure 6-2

  6. Building a Strong Relationship • Discover customer needs • Say yes • Seek opportunities for service • Focus on process improvement

  7. Building a Strong Relationship • Make customers feel special • Be culturally aware • Know your products/services • Prepare yourself

  8. Perceptions • Define • How do people perceive you?

  9. Perceptions • Factors affecting perceptions • Physical qualities • Social roles • Social behaviors • Psychological qualities • Group affiliations • Stereotypes

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