Chapter 6 Customer Service and Behavior - PowerPoint PPT Presentation

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Chapter 6 Customer Service and Behavior PowerPoint Presentation
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Chapter 6 Customer Service and Behavior
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Chapter 6 Customer Service and Behavior

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  1. Chapter 6 Customer Service and Behavior

  2. Learning Objectives • Explain what behavioral styles are and why you should be concerned with them • Identify four key behavioral styles and the roles they play in customer service • Develop strategies for communicating effectively with each behavioral style

  3. Learning Objectives • Respond to customer problems effectively while building relationships • Use knowledge of behavioral styles to help manage perceptions of others

  4. Behavioral Styles Observable tendencies that you and other people exhibit when dealing with tasks or people

  5. 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

  6. Behavioral Style Categories

  7. Communicating with Each Style

  8. Communicating with Each Style

  9. 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

  10. Building Stronger Relationships • Focus on process improvement through seamless service • Make customers feel special • Be culturally aware • Know your products and services

  11. Strategies for Responding toCustomer Problems

  12. Strategies for Responding toCustomer Problems

  13. Perceptions and Stereotypes

  14. Figure 6.4 - Factors Affecting Perceptions