Have you ever phoned a customer service department only to receive an attitude rather than help? Not a pleasant experience! It is quite obvious that the person on the other end of the phone is not pleased with his/her job. However, this has a tremendous impact on your customers!
When you reached the customer service rep with an attitude, what did you think? How did you feel? Did you question your decision to buy from that company? All these things come into play when your customers don't receive excellent service... especially from the Customer Service Department.
The problem can be caused by a number of factors such as:
- lack of ability to deal with stress
- lack of sensitivity toward customers
- overbearing or threatening voice
- impatience
- critical thinking
- easily excitable
- lack of job satisfaction
- and others.
But how would you know this employee would respond that way after you hired him/her? Applicants always put their best foot forward during an interview. How can you see past the smiles and polish to truly know this employee will perform well as a CSR?
Most people who are customer service oriented fall into two categories within the DISC Behavioral Model. They are:
Influence and Steadiness
If you'll remember, from Chapter One, these are the two styles that focus on people which is extremely important in the area of customer service. There are also some other important characteristics about those two groups:
| Influence | Steadiness |
|
social and verbal aggressiveness optimism good persuasion skills vision of the big picture people-oriented |
loyal to those they identify with good listener patient and empathetic likes a team environment long service is deemed important |
A combination of Influence and Steadiness make for excellent customer service reps because they focus on people, they are good listeners and communicators, positive and patient.
Also, this combination of styles lends itself to people who like to continually work in a stable environment, appreciate the security of being located in an office and receiving a steady paycheck; but also like the challenge and excitement of dealing with new people on a regular basis.