Self check is some of the simplest things we can do to change the biggest things in our lives. When we talk self check here, we are speaking of the things that could impact not only your physical well-being but your mind.
Let’s examine some Self Check Skills to improve our mind on the way to think about Customer Service.
The first improving skills I want to talk about is to ensure that we “do the self check” which, relates to how we communicate. Affective communication comes with understanding to gear our personality and tone to fit the characteristic we are dealing with. This is one way we can be more strategic and more effective in our communication skills. That means in the manner of knowing about people and how they think. I want to also address here how these characteristic gears us in our communication.
Here are a list of Characteristics that affect our communication and our habits:
- Analytical Customer Characteristic
- Executive Customer Characteristic
- Informed Customer Characteristic
- Indecisive Customer Characteristic
- Eager Customer Characteristic
- Opinionated Customer Characteristic
- Producer Customer Characteristic
- Social or fun Customer Characteristic
In each of these Characteristics, you will see that everyone of them affect the way we communicate.
Self Check is care Check and understanding how to maintaining you will help you find a balance to you before you can someone else.
What is an Analytical Customer Characteristic, how do they affect my personality, and what are their traits?
When we know something, we understand how to adapt to these changes to help us Self-improve and begin to do self-check ourselves.
As you can see in the Analytical Customer Characteristic, this character analyzes every aspect in the decision-making process to ensure that they are doing things correctly. When you know this, you are better inform how to keep a check on yourself to be ready for these kinds of personalities.
Most times when you come in contact with this form of customer. They are informed, their objective is to ask more questions to analyze if the product or service fit what they need. They are gathering information. Just as well as you are probing them to learn more about them, they are probing you to learn more about you and the product, as well as the kind of service you are offering. The characteristic and traits of this customer is; they are anxious to ensure the consequences of any decision are fully thought through.
As a customer service agent who is dealing with this kind of customer, it’s important to not get frustrated when they probe you as they are trying to gather information, and they may not buy, or it might feel as though it’s pointless your interaction with them. But it’s ideal to think of them as you. As a customer service agent, your objective is to learn about the customer needs and wants. Then fulfill what they are looking to accomplish. Relating to this type of customer, you are them. You must take a step back from your skills and allow them to probe you.
What is an Executive Customer Characteristic, and what are their traits?
An Executive Customer Characteristic is I am first, I am in demand, I know exactly what I am looking for. They are confident and most times this kind of attitude WILL NOT come off as abusive with some of them. As they will deal with you in a communicative way that is constructive, precise and patient. Until, you are not addressing their needs, at which point you will see a shift in tone. This is the opposite side of this type of characteristic that surfaces itself. At this point, the objective is to stay focus on the task on hand and be as transparent as possible. Meaning that if you don’t know something, you need to tell them you don’t know. They are Executives, they don’t like their time to be wasted. Therefore, requiring you to be communicative and responsive. This means that if you are going to say, you’ll get back to them with this information. Even if it means telling them that you are still waiting, or researching an answer to their problem. You will win their respect by how responsive and communicative you are to them.
What is an Informed Customer Characteristic, and what are their traits?
With an Informed Customer, they have done their research, and they are just calling to complete the transaction. Or they are calling to probe you to learn anything more about the product. They might be testing your knowledge on a subject to see how much you know. If you are offering a service or a product, and you don’t know how to respond to this kind of customer, you might lose the deal. This kind of customer is looking for collaborative response to pair with their research. Like the Executive, it is important for you to be transparent and let the customer know when you don’t know something. Most of the time, they have already done the research, and have already called in several times to clarify the answer. And they are just looking for a response from you.
How do you deal with this type of customer?
Be transparent, do research to find answers to their questions, if you can’t find the answer to the questions they already know don’t make up an answer because more than likely they know the answer to the questions.
What is an Indecisive Customer Characteristic, and what are their traits?
This customer has not gathered enough information and is calling in to get answers from you. They are on the fence about your products or services and are looking for more information about closing the deal. They are contacting you to help them make a decision. Help them by probing them with questions. They want the product, but something is keeping them from finalizing the deal. And it’s because all their questions as not been answered. They may have more than one options to choose from as well and is looking for solid information. How do you deal with this customer? Be as educated and informed as possible, and most important as transparent.
What is an Eager Customer Characteristic, and what are their traits?
For many reasons, this customer is Eager to get what ever they reach out to you to be done. This could be that, they know what they want in your product or service, they might be in a rush and have something else to do and is just calling to complete the transaction. With this kind of customer, just give them exactly what they are asking for and that is it.
What is an Opinionated Customer Characteristic, and what are their traits?
This customer is giving you feedback on your products or services. It’s ideal to just listen and let them talk. Take notes to reiterate to them what their opinion is. Inform them that you can pass this information along. Also, you can suggest places where they can give you feedback on your company’s website, or they can call in with their feedback.
What is a Producer Customer Characteristic, and what are their traits?
This kind of personality is already in a place where they make things happen. They produce things, and they are creators and are creative. The Producer’s Characteristic can probably fit in almost all the traits of the characteristic of every customer. As they are creators and a creator is normally informed, patience, problem solvers, sociable, or indecisive. The objective is to probe this customer to see what they are looking for. Most important, listen and write down notes to confirm exactly what they want. Then make a decision with them by making suggestions to them. Get confirmation from them, and clarify with them to see if what they are looking for matches with the information you’ve gathered.
What is a Social or Fun Customer Characteristic?
This form of customer work and think socially. So, you think they are cool and fun, they seem patient and kind on the phone, but really they are analyzing you just as you are analyzing them. This form of customer can throw you off and get you to put down your walls just so they can learn about you. The key thing with this form of customer is to stand your ground with them. When you come in contact with this kind of customer you must have the understanding you need which is, be and stay the course to what they are asking for.
Best Services start with Self-Care
