When faced with situations like these he reacts negatively. Providing the best possible service becomes the least of his concerns.
The fact is, communication styles vary considerably between one personality type and the next, so behaviours can easily be misconstrued by your customers and staff alike. It's only human - but it can be very bad for business.
Tuning in for a better experience
Our Customer Experience programmes and events are designed for people who deal with customers face-to-face or via the phone. As well as embedding essential customer service competencies they shine a light on the fundamental personality differences between people: characteristics that dictate their views of the world and, most importantly, their expectations.
Our specialist Training and meticulously rehearsed Actor Consultants help participants explore the different Personality Drivers and their own attitudes to them by accurately recreating a series of customer contact situations taken from your organisation. These may vary from everyday ‘Touch Point’ situations to when conversations and events get ‘hairy’.
The emphasis on discovery rather than dry teaching will give your people a dramatic new insight into what makes customers tick. Then through practical workouts with our Actor Consultants they'll practise identifying different Personality Drivers and adapting their service styles accordingly, to meet individual customers' needs and deliver your brand promises.
What will this do for you?
Clients tell us they see immediate and sustained quantifiable improvements across a range of Key Performance Indicators. These include customer satisfaction, customer advocacy, customer loyalty, customer complaint reduction, Net Promoter and mystery shopper scores. In addition, clients operating Contact Centres report significant reductions in call handling times and increases in first time call resolution. There are also resulting intangible benefits including increased staff morale, confidence and positivity.
Read a real life example of a Power Train Customer Experience programme in action.
