Peter O'Connor
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- The Best Managers Still Break Rules - 10/April/2013
DiSC in Customer Service. Service with ‘Style’.
Many people who work in customer service will have limited awareness that certain styles of customers have specific needs around how service is delivered. They also have (mostly unspoken) psychological expectations, particularly in the way that they want to be treated by a service person. The old saying was, do unto others, as you would have them do unto you. When it comes to service, it actually is a case of “Do unto me, as I would have done unto me”.
If we really want to deliver service excellence across the board, it helps to understand that the value of a repeat customer in current times is priceless. We therefore need to ensure that we deliver total service, that meets the needs of the customer and that allows our service people to create an unbreakable sales/service axis so they will not leave us for a hungry competitor.
This is a key component in being a strategic partner to our customer.
For us to deliver this DiSC customer service excellence, we have to learn about:
The 4 different styles of customers and what are the needs of each style?
What levels of interaction and outward friendliness customers seek, the “speed element of service” that they need met and the level of quality expectation they have, before they will come back to us as that repeat customer, or advocate others to us.
We have two core tools driven modules that we offer, one based on DiSC in customer service and the second using the Customer Service SkillMap.
DiSC looks at our naturally occurring behaviour and looks at the 4 DiSC styles of customer, so we learn to flex with each style.
The Customer SkillMap allows us to understand which service skills we have more of and which skills we need to learn. The Customer Service SKillMap™ assessment and development guide helps service professionals pinpoint the specific skills, habits and attitudes they should focus on for improved performance. It includes an assessment of customer service skills in 12 categories providing a graphical representation of each individual’s unique strengths and growth opportunities.
See the customer services skills Sample service skills report
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