Getting the Most Out of
Customer Interactions
Welcome
• Welcome!
• Facilitator: Tracy Laycock
Supplemental Resources
• Center on Community Living and Careers
(CCLC) Web site
• Leadership Academy Courses in OnCourse
Professionalism and Good
Business Sense
Professionalism – Definition
• Business Dictionary.com:
• Meticulous adherence to undeviating courtesy,
honesty, and responsibility in one's dealings with
customers and associates, plus a level of excellence
that goes over and above the commercial
considerations and legal requirements.
Importance of Professionalism
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Ensures good performance by all
Ensures good team spirit
Keeps employees motivated
Ensures justice to everyone’s efforts
Maintains the right amount of
communication
Professionalism Tips
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Make excellence your goal
Get your basics right
Take your job seriously
Switch off personal problems
Focus on your work
Be willing to learn
Be a team player
Enjoy what you do
Professionalism vs. Customer Service
• Are professionalism and good customer
service the same or different?
Barriers to Good Customer Service
• Human Barriers
• Environmental Barriers
First Impressions
First Impressions
• The first 30 seconds
• No second chances
• Some tips to remember
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Focus on the other person’s needs
Demonstrate good listening skills
Check your appearance
Remember names
Elements of Communication
• Body language
• Voice tone
• Words
Body Language
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
Some Truths About 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 by overcoming
opposition and challenges
Emphasis: Shaping the
environment by influencing or
persuading others
S – Steadiness
C – Conscientiousness
Emphasis: Cooperating with others
within existing circumstances to
carry out the task
Emphasis: Working conscientiously
within existing circumstances to
ensure quality and accuracy
DISC Behavior Model
• D – Style
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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
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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
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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
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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
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Separate personality from behavior.
Don’t take it personally.
Try to see his or her perspective.
Be patient.
Take a break and try again later.
Conclusion
• Thank you for your time.
• We look forward to your participation in
future webinars.
• Remember to access the CCLC Web site or the
Leadership Academy Course in OnCourse to
find resources and a link to a survey about this
session.