This is the last in a series of articles devoted to communication in terms of customer service.
If you are in a busy environment-service customer (the phones ringing, people ask questions, and as usual, shorthanded) I am sure that a tool that would be simple to use and implement helpful.
I read a lot about the behavior or personality disorders profiling and analysis of the various species.
This is the culmination of what a career journey and learning experience.We all have different ways of profiling people. (And if you were in Customer Service for a long time, so you've developed your own profiling system), I have some of my own profiles below. They (for illustration only. If you are crazy enough in itself to use them, you get what you deserve.)
Your examples could include;
Mr. or Mrs. Nice Person: Generally pleasant, easy to handle much time on their hands, too. They are great people, but if you do not treat itright, they are easily injured, and left without saying anything. And you'll never know why. (If you come in, they produce in the corridor, and then they will have it)
Mr. Hothead: If he comes in you get a sinking feeling in the pit of your stomach as you imagine that you work with him today. Quick to anger, and arguing about everything that is not true, he does feel a victim of poor service in the past and has made a vow not been claimed by anyone,including you. When you make a mistake with him, he normally ends up in the office of the Mangler, or the Big Cheese, the owner'S OFFICE! (I said Mangler intention, you are in Customer Service who that is)
Women Yuppiepreppie: Whenever she comes into the Department no longer works. This customer has an uncanny ability to pull everyone in the department to her. These customers usually lasts only half of the recommendations, as it has generally posed as the purse latest shoe sale in question is abig hole in the funds available. If this customer will be disappointed, you will probably end up talking to Mr. Knowitall Boyfriend.
Mr. Knowitall Boyfriend: Should it be found after she called Ms Yuppiepreppie. Mostly in making up to a point, though not sure what is the point. Can be easy to work with if you can cut sharply through the street and see him to reason. He is an excellent customer service, if you can demonstrate the benefits of cooperation.
Mrs. or Mr.Extremelybusy: These customers can exceptional customer if you think time management can demonstrate skills. Have things ready to go and completed on time, and you will make a loyal customer. However, if you disappoint, it is very difficult. These people drive straight to the Big Cheese, bypassing the Mangler. Although worth demanding customers who bother to her loyal customers.
Mrs. Wonderful: These are your favorite people, a ray of sunshine in an otherwisecloudy day. They are great people, because you feel a connection with them. You probably know the name of the children can and intelligently to what Junior did speak in the school. If only every customer was like Mrs. Wonderful.
Right.
And we have not even addressed employees and other persons who come into contact with. Some are;
Schleprock: This guy has an opinion about everything and they are all bad. Nothing ever goes right for them and they are happyTo tell you all about it. 1. to complain, congratulate the last. Stay away if you can, or learn to limit your risk.
Ms Efficiency: Can tell everyone how they do their job better. And why. She is waiting for their work area to catch anyone who comes within range and will then pass on all their helpful tips. This is really a development from a woman's Busybody.
Mrs. Busybody: The name says it all. If there is dirt, it is the first dustvac, sucking in all the details to regaleall its employees later. No one person knows more about the history of the company and all in it than she.
Mr. Quietdesk: He prefers to work at my desk and it is quite good. Not the person, visit the water cooler or coffee pot, except by accident. In a large company who know only those who have to work with him or sit next to him his name. Generally liked by all especially the Mangler, because he never rocks the boat.
As you can see, we have all the labels we attach toCustomers and employees on the basis of our past experiences, their past achievements and our interaction with them.
I have given you some extreme examples (I hope), so you can see that not labeling someone a better communication. It is really to understand them.
If we communicate better, understand better and live a little and let live "Let us become better what we can do. That is a lot of "better" it is not!
Also, it is a place where we canStart. This is our way of communication and who we are. If we want a better understanding of who we are, then we can understand why we do not connect with a client or colleague in touch.
I like to keep things simple. I began to look around for an easy way to see for yourselves and keep that in mind when I cooperate with others.
I found this system of Dr. Tony Alessandra's Platinum Rule. I am fortunate enough to be able to these concepts in seminars I run to work, as I have found, notonly extreme interest of the participants apply the concepts to everyday situations with everyone you come in contact.
Basically behavoirs working with 4 personality. And if you know where you fit, you can adapt your communication style of the person you are fit to speak.
This is not a new concept. The study of behavior and species has been around a very long time. I'm sure many of you have had exposure or have been tested with Meyers-Briggs orKeirsey type profile tests. Me too.
Only when I was about the system, Dr. Alessandra suspended that I began this as a tool to see and access every day.
To determine Basically, the 4 types can be divided into styles, you can of verbal and non-verbal signals that have led the people every time you come in contact with them. And if you understand what the signals mean, you can adjust your style to them and draws attention to a level that they feel connected with you.
The signals are simplyto learn and apply. In fact, most people can start with people they know and love and appreciate. Yep. Practice on your family first.
You can see how good you suddenly someone if you know what is important to be surprised.
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