Why your natural behavioural style will be turning some customers off
By Cate Schreck - Service Excellence Coach
As a customer service person, we all face situations when our typical approach or communication style, that often works so well, just does not achieve the results we are aiming for with everyone. How we behave makes perfect sense to us, but some customers do not respond how we thought they would and in some cases seem to be annoyed or take offence at our approach. People very rarely set out to cause upset - they just behave differently because they are different. We may try different approaches, but the process is hit or miss. It is frustrating and unproductive.
The day I completed a Behavioural Profiling assessment was the biggest Lightbulb Moment of my career. I finally understood why I was finding some people difficult to interact with and others a breeze. I found out it's not too difficult to become a better communicator when you understand the 4 DISC styles, identify your natural style and polish your soft skills (people skills).
We can and should use all 4 DISC styles at work, but we will find that 1 style is our most natural - the style that requires the least amount of energy from us.
The 4 DISC Behavioural Styles (Which one do you use most easily?)
D - Determined, Fast Paced and Task Focused.Likes challenges and taking control. Is direct, says what he/she thinks and can become annoyed by too many details.
I - Inspiring, Fast Paced and People Focused .Positive, optimistic and good at influencing others. Likes to talk and be sociable but may over promise because they are so eager to please.
S - Steady, Slower Paced and People Focused.Calm, helpful and modest. Aim to keep those around them stable and secure but can be taken advantage of due to their willingness to pitch in.
C - Compliant, Slower Paced and Task Focused. Precise, logical and matter-of-fact. Seek data and information to make sure things get done correctly. The need for research and to produce high quality work, can see them focus too much on details and lose sight of the bigger picture.
When we consider the behavioural style of a customer and then adjust our communication to suit their style, this goes a long way to building a sense of trust. A customer will respect your approach because, after all, it’s like theirs.
Want to know your style and learn the soft skills to adjust when you're interacting with someone with a different style?