Best CSR Adapts to Personality Type for A+ Customer Service
by Kate Nasser | 12 Comments »
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.
Footage filmed by www.dolcevideo.com.
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.
©2010-2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
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.
great post as usual!
Great information! I’ve been looking for something like this for a while now. Thanks!
Firstly, many thanks for your comments on my post, your comments were interesting and through them have led me to find your site which, so to paraphrase your comment, bonus…
Your comments here about adapting to the personality type of your customer are so true, regardless of the form of CSR you may be, whether it is phone sales or selling multi billion dollar ventures, to be most effective you must establish a relationship at a common emotional level, the best relationships fell like they have been in place for years even though some are actually a one off 5 minute telephone conversation.
I will be sure to keep an eye on your site for new information, in the mean time, please feel free to revisit my site at http://intpmcomms.com
Many thanks Francis. Adapting to personality type is one of the key success factors in many areas of business and those who learn it are very successful. You mentioned you will stop back and visit the blog — please do! I welcome your thoughts, insights, and contributions.