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In order to improve customer service you need to adapt a new approach, one that takes personality profiles into account when dealing with each and every customer. Provide different styles of customer service, adjust them accordingly and use customer profiling in order to be as accurate as possible.
Don’t expect customers to adjust to your type of customer service, they won’t change and make your life a bit easier. Adjust communication methods on multiple channels, change the way YOU interact with them – never the other way around.
OpsTalent uses 4 main “drivers” when describing personality types, those aren’t consistent all across the board and most individuals will have traits from 2 or even 3 “drivers”, but there always will be one dominant personality profiles that can be used to provide custom tailored customer experience.
The four profiles.
The best method to understand how each of those personality profiles interacts with others and behaves in set situations is to look at both extremes (everything going according to plan, problems from start to finish) of the customer communication spectrum:
- Feeler: Overly-involved and at the same time considerate, loyal and sincere might seem as indecisive. Needs to most reassurance from contact center’s staff.
- Entertainer: Charismatic, optimistic and humorous, self-cantered. Prepare your agents for sarcasm overload when he’s not satisfied with the service.
- Controller: Direct, decisive, often seen as dictatorial and intimidating. Will try to take control away from agents, “bossing someone around never hurt anyone” kind of guy.
- Thinker: Logical, detailed and calm, often seen as stubborn. He’s right, you’re wrong – deal with it.
Each and every driver we mentioned above has different qualities, and it’s only by understanding these qualities, contact center managers and supervisors can tailor service delivery methods accordingly to fit each individual and create exceptional customer experience.
Identify needs, similarities and most importantly differences – pinpoint any potential conflict “hot spots” in your customer service process. Customers want the contact center advisor to take control of the query, be a guide on this journey, remember to reassure them how vital their issue is and that it will be taken care of shortly.
But it’s not only the outcome that matters it’s the way you handle each customer, agents need to “push the right buttons”, to leave an ever lasting impression about the quality of your enterprise’s customer service process.
One size never fits all, this is why adopting the approach mentioned above is so vital to customer satisfaction. The meta-game of customer service is changing to a more customer centric model, where customer experience and satisfaction are the number one priority.
Simply, contact centers that embrace the concept of customer profiling will adapt and overcome.