Getting the Most Out of Customer Interactions

Welcome

• Welcome!• Facilitator: Tracy Laycock

Supplemental Resources

• Center on Community Living and Careers (CCLC) Web site

• Leadership Academy Courses in OnCourse

Professionalism and Good Business Sense

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.

Importance of Professionalism

• Ensures good performance by all• Ensures good team spirit• Keeps employees motivated• Ensures justice to everyone’s efforts• Maintains the right amount of

communication

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

Professionalism vs. Customer Service

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

Barriers to Good Customer Service

• Human Barriers• Environmental Barriers

First Impressions

First Impressions

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

Elements of Communication

• Body language• Voice tone• Words

Body Language

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

Words

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

Dealing with Difficult People

Some Truths About Difficult People

DISC Behavior Model

• Based on psychological theory developed in the 1920s

• Describes a person’s natural reaction mode or behavioral style in different situations

• Provides a tool to help understand one’s own and other’s behavior

DISC Behavior Model

D – DominanceEmphasis: Shaping the

environment by overcoming opposition and challenges

I – InfluenceEmphasis: Shaping the

environment by influencing or persuading others

S – SteadinessEmphasis: Cooperating with others

within existing circumstances to carry out the task

C – ConscientiousnessEmphasis: Working conscientiously

within existing circumstances to ensure quality and accuracy

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

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

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

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

Emotional Hot Buttons

• Do Any of These Behaviors Bother You?

“You never/always….” Know-it-all attitudes

“Shut up!” Bad grammar

“What you should do is….” Whining

“If I were you….” Pushy individuals

“I don’t know.” Others?

Dealing with Difficult People

• Tips for dealing with the occasionally difficult person1. Separate personality from behavior.2. Don’t take it personally.3. Try to see his or her perspective.4. Be patient.5. Take a break and try again later.

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.