Getting the Most Out of
Customer Interactions
• 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
• 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
Ensures good performance by all
Ensures good team spirit
Keeps employees motivated
Ensures justice to everyone’s efforts
Maintains the right amount of
Professionalism Tips
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
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
• 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
Decisive, tough
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
Talkative, open
Enthusiastic, energetic
Under pressure: disorganized
Fear: social rejection
Relating to I behavior: be friendly, emotionally honest, and
recognize contributions
DISC Behavior Model
• S – Style
Calm, steady
Careful, patient
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
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….”
“If I were you….”
Pushy individuals
“I don’t know.”
Dealing with Difficult People
• Tips for dealing with the occasionally
difficult person
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.
• 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