Customer service training programs for Call Centers, Customer Service Centers, and Technical Support Help Desks often fall short of the one tool that makes every interaction successful. What is the one thing that the best CSRs (customer service reps) and technical support reps do well? The best adapt to the customer’s personality type to deliver A+ customer service every time.
Picture a driver type customer calling for customer service and a CSR with an amiable personality type picking up the phone. Will this go well? It will if the CSR knows how to adapt to a driver personality type. Can you imagine a high expressive CSR and a deep analytic customer working well together? It will be far more productive if the CSR knows how to adapt to personality type.
Train all CSRs and technical support reps on how to quickly spot and adapt to personality type. Then celebrate all the positive results — customer delight, faster call handling, increased productivity, flexible teams that handle change well, and an A+ customer service reputation.
Good news. There is a quick way to spot and adapt to each personality type with tangible steps to success every time! Here is actual footage from my customer service training program “GPS Your Brain to Work With Any Personality Type”. I am ready to train you and all your teams on this fast method of spotting the four personality types and exactly how to adapt to each.
Practice using this tool and it becomes one of the most far reaching and powerful professional people skills you will use in each and every career you choose. When you can speak in a way that is comfortable for someone else, you become very influential. In customer service, it is essential for delivering A+ customer service.
Kate Nasser, The People-Skills Coach, delivers advanced people-skills training and keynotes to span the differences between people and create superior customer service and teamwork. She has also just released a training DVD on adapting to customers’ geographic differences. Click here for Customer Service USA – Coast to Coast Expectations.
Team success in a diverse workplace requires more than a common goal. Respecting the differences is key. Each team member must be willing to flex their style and adapt to others. Once again people-skills, also known as soft skills, impact the tangible results in business. In this case, the people-skill needed for team success is an individual willingness as well as the skill to embrace others’ styles and blend yours for the team’s success.
The underlying support for this is a basic respect for the differences. Engage your teams in a discussion on this topic. You may be surprised at what they say! Here’s a short inspirational video to help you get started:
(Footage by http://dolcevideo.com capturing Kate Nasser’s key messages on personality type to the Annual Gov’t Customer Service Conference.)
In this info-packed and humorous session on GPS Your Brain to Connect & Work Better with Anyone, Kate Nasser, The People-Skills Coach, shows you how to spot personality types and easily adapt. Imagine the success you will have in customer relations, customer service, teamwork, and leadership when you better understand the behavior you see and how to thrive with it!
Diversity is everywhere and if you learn to identify the differences in personality type, learn to love the differences, and find the fit — your career (or business) and your life chart a new path of success.
Kate delivers short focused workshops and webinars on this hot topic. She is also writing a book with a very interesting twist on personality types!
Do your customer service and sales teams truly have a passion for serving customers that produces memorable moments and customer loyalty?
In this keynote presentation, I take all your sales and customer service teams On the Road Again to discover The Geography of Customer Service. America is a very diverse country and even Americans are not aware of the differences in customer service expectations between North, South, East, West, and Midwest. Understanding these differences and adapting your professional soft skills to map to the customers’ expectations produces success and customer loyalty.
To book Kate Nasser, The People-Skills Coach, for your next keynote on professional soft skills for customer service and sales, call or email her directly. Contact info is on this website. Feel free to leave your comments about this footage in the comments section below.
Keynote delivered at the 10th Annual Signature Customer Service Conference in America.Footage shot by Cid Hunter, www.itvproductions.com, Los Angeles, CA.
