1. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part 6 3 1.Explain what behavioral styles are and why you should be concerned with them. 2.Identify four key behavioral styles and the roles they play in customer service. 3.Develop strategies for communicating effectively with each behavioral style. Building and Maintaining Relationships Customer Service and Behavior Learning Objectives, Chapter 6

2. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 2 McGraw-Hill Learning Objectives, continued 4.Respond to customer problems effectively while building relationships. 5.Use knowledge of behavioral styles to help manage perceptions of others.

3. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 3 McGraw-Hill Behavior Styles Defined They are observable tendencies (actions that you can see or experience) that you and others exhibit when dealing with tasks or people. The phrase behavioral styles is a descriptive term that identifies categories of human behavior identified by behavioral researchers.

4. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 4 McGraw-Hill Identifying Behavior Styles Research in Behavioral Styles The work of psychiatrist Carl Jung: Behavior—introvert and extravert (attitudes) —thinking, feeling, sensing and intuitive (functions) From his research and that of others came self-assessment questionnaires, profiles Complete Work It Out 6.1, p. 145, to get an idea of your behavioral preferences. Then compare your preferences as you discuss the four styles.

5. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 5 McGraw-Hill Four Behavioral Styles Behavioral Styles Everyone typically has a primary behavior pattern (the way a person acts or reacts under certain circumstances). The four styles are: R: Rational D: Decisive I: Inquisitive E: Expressive

6. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 McGraw-Hill Communicating with the Styles The styles explained: RATIONAL INQUISITIVE What are the nonverbal cues for people in these styles? What are the verbal cues? What strategy would you use as a customer service professional? What are the customer relationship strategies?

7. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 McGraw-Hill Communicating with the Styles, continued The styles explained, continued: DECISIVE EXPRESSIVE What are the nonverbal cues for people in this style? What are the verbal cues? What strategy would you use as a customer service professional? What are the customer relationship strategies?

8. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 McGraw-Hill Building Stronger Relationships Building stronger relationships with customers: Discover customer needs Say yes Seek opportunities for service Respond appropriately to customers’ behavioral styles. People send verbal and nonverbal clues to their behavioral style. Review those shown in the text to match with your customers’ styles.

9. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 McGraw-Hill Building Stronger Relationships Suggestions for building stronger relationships, continued Focus on Process Improvement with Seamless service. What does this mean? Definition: Seamless service Service that is done in a manner that seems effortless and natural to the customer. There is no inconvenience to the customer.

10. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 10 McGraw-Hill Building Stronger Relationships Suggestions for Building Stronger Relationships, continued Make customers feel special Be culturally aware Know your products and services Prepare yourself.

11. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 McGraw-Hill Strategies for Responding to Problems, Fig. 6.3

12. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 12 McGraw-Hill Strategies for Responding to Problems, continued