Getting the Most Out of Customer Interactions

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Getting the Most Out of Customer Interactions
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Welcome

• Welcome!
• Facilitator Tracy Laycock

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Supplemental Resources

• Center on Community Living and Careers (CCLC) Web
  site
• Leadership Academy Courses in OnCourse

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• Professionalism and Good
• Business Sense

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Professionalism Definition

• Business Dictionary.com
• Meticulous adherence to undeviating courtesy,
  honesty, and responsibility in one's dealings
  with customers and associates, plus a level of
  excellence that goes over and above the
  commercial considerations and legal requirements.

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Importance of Professionalism

• Ensures good performance by all
• Ensures good team spirit
• Keeps employees motivated
• Ensures justice to everyones efforts
• Maintains the right amount of communication

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Professionalism Tips

• Make excellence your goal
• Get your basics right
• Take your job seriously
• Switch off personal problems
• Focus on your work
• Be willing to learn
• Be a team player
• Enjoy what you do

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Professionalism vs. Customer Service

• Are professionalism and good customer service the
  same or different?

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Barriers to Good Customer Service

• Human Barriers
• Environmental Barriers

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• First Impressions

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First Impressions

• The first 30 seconds
• No second chances
• Some tips to remember
• Focus on the other persons needs
• Demonstrate good listening skills
• Check your appearance
• Remember names

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Elements of Communication

• Body language
• Voice tone
• Words

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Body Language
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Voice Tone

• Three types
• Negative
• Neutral
• Positive
• Other voice tone techniques
• Meet the pace of the consumer
• Gain attention by changing your volume
• Use emphasis and inflection to convey interest
  and concern

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Words

• Use positive phrasing to show consumers that you
  care
• Acknowledging phrases
• Affirming phrases
• Assuring phrases

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• Dealing with Difficult People

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Some Truths About Difficult People
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DISC Behavior Model

• Based on psychological theory developed in
  the 1920s
• Describes a persons natural reaction mode or
  behavioral style in different situations
• Provides a tool to help understand ones own and
  others behavior

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DISC Behavior Model
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DISC Behavior Model

• D Style
• Decisive, tough
• Strong-willed
• Competitive, demanding
• Independent, self-centered
• Under pressure shows lack of concern
• Fear loss of control
• Relating to D Behavior be direct,
  straightforward, and open to their needs for
  results

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DISC Behavior Model

• I Style
• Sociable
• Talkative, open
• Enthusiastic, energetic
• Persuasive
• Under pressure disorganized
• Fear social rejection
• Relating to I behavior be friendly, emotionally
  honest, and recognize contributions

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DISC Behavior Model

• S Style
• Calm, steady
• Careful, patient
• Family-oriented
• Good listener, modest, trustworthy
• Under pressure too willing
• Fear loss of stability
• Relating to S behavior be relaxed, agreeable,
  cooperative, and show appreciation

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DISC Behavior Model

• C Style
• Precise
• Follows rules
• Logical, careful
• Formal, disciplined
• Under pressure overly critical
• Fear criticism of work
• Relating to C behavior minimize socializing,
  give details, and value accuracy

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Emotional Hot Buttons

• Do Any of These Behaviors Bother You?

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Dealing with Difficult People

• Tips for dealing with the occasionally
  difficult person
• Separate personality from behavior.
• Dont take it personally.
• Try to see his or her perspective.
• Be patient.
• Take a break and try again later.

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Conclusion

• Thank you for your time.
• We look forward to your participation in future
  webinars.
• Remember to access the CCLC Web site or the
  Leadership Academy Course in OnCourse to find
  resources and a link to a survey about this
  session.