The relationship with a customer is the foundation for success in selling. It is possible a client who doesn’t trust you will buy from the company or service technician, but it’s extremely rare. And so it’s critical we learn the processes to develop the very best customer service skills and client relationships to maximize the company’s opportunities. In this section we explore the need to assess our service personnel for their own strengths and developmental areas as they relate to personalities and social styles, then train them on how to be the best at making people feel great about our services and brand. Once we have established the basis for each of our team members, we can then explore the methods and skills to work with our customers who are not wired similar to our individual technicians or CSR teams. The ability to adapt or emotionally connect with your customers is what separates the customer experience beyond the technical fix, and allows a company to create additional sales, margin and profits while making customers love your brand. Learn the process to become exceptional at operational excellence as it relates to people.
Social Styles are a critical element of building STRONGER relationships. It is absolutely a skill set we want to master in our service business. Awareness of a person's style and how that style relates to others (including our service technicians with our clients) allows us to create a WOW experience more consistently. The consistency with which we WOW a client is the key. This video explores how our service professionals can learn social styles, expand their relationship on social styles, and build more trust and solve the emotional concerns of clients simply by following the principles of adapting our style to the customer.
Run Time: 39:07
All customers are not the same and many are agitated by the time we arrive to service their equipment, leading to a difficult set of conditions in building relationships. Any savvy technician knows once the problems are addressed, the homeowners often become best friends. But what leads great customer service technicians to achieve this result? The answer is simple: They are good with people. Specifically reading people, or technically the awareness of one's social style and its effects on others around them. By deescalating the situation via listening skills and command of the call process, we can work on becoming better at customer service by excelling at personality styles. Learn how and why in this practice.
6 Page Document