Making Contacts With Consumers

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
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
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 – Dominance I – Influence
Emphasis: Shaping the environment Emphasis: Shaping the environment
by overcoming opposition and by influencing or persuading others
challenges

S – Steadiness C – Conscientiousness
Emphasis: Cooperating with others Emphasis: Working conscientiously
within existing circumstances to within existing circumstances to
carry out the task 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 person
1. 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.