Mapping Customer Styles
Customer Style Identification Chart (Incoming Call: Upset Customer)
| Behavior Style | Direct, decisive | Outgoing, enthusiastic | Steady, accommodating | Accurate, precise |
| Call Length | Short | Long | Long | Short |
| Issue | Loss of credibility | Loss of relatedness | Loss of security | Loss of trust |
| Tone Of Voice | Direct | Enthusiastic | Friendly | Direct |
| Voice Volume | Loud | Loud | Low | Low |
| Emotional State | Inconvenienced | Confused | Concerned | Suspicious |
| Needs | Results | Appreciation | Assurance | Restitution |
| Conversation Pace | Fast, abrupt, commandeering | Fast, impulsive, disordered | Slow, calm, methodical | Slow, meticulous, careful |
| Questions | When | Who | How | Why |
| Decision Style | Quick, decisive | Quick, emotional | Slow, deliberate | Slow, logical |
| Judges Quality of Call By | Ability to respond and resolve | Ability to relate and give | Ability to relate and provide solutions | Ability to respond and settle |
| Forbidden Phrase | I don’t know. | You’ll need to … . | I’m not sure. | We can’t do that. |
| Preferred Response | I will find out for you and call you back by 5 p.m. today. | This can be taken care of easily. | We have a procedure to ensure that your problem is resolved correctly. | Here’s how we can resolve the problem and ensure your satisfaction. |
| Wrap-Up | That covers it … . Is there anything else? No? OK, goodbye. | That about covers it … . Is there anything else? No? It was nice talking with you. Have a nice day. | That covers it … . Is there anything else? No? My name is Jim. Call back if you have any questions. Goodbye. | That covers it … . Is there anything else? No? I’ve written a report for my file and will follow up in three days. Goodbye. |
| Source: Pinnacle Group International, www.pinnaclegroupusa.com. | ||||