Behavioral Styles and Customer Service Styles Online Instructor-Led ...

Behavioral Styles and Customer Service Styles ¨C Online

Instructor-Led Training

Webinar Outline:

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Introduction

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Objective/Benefit

Statement

?

Overview

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The Four Dimensions of

Behavior ¨C Short

Animated Video

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Motivation Principles

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DiSC? Classic 2.0 Profile

Instrument (optional)

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Understanding Your DISC

Style

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Behavioral Tendencies of

the Four Major Styles

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Work Behavior

Characteristics

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Reading People Exercise

¨C Short Animation Video

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DISC Behavior

Characteristics

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Personality Expectations

Exercise

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Motivating &

Communicating Positively

with the Four Behavioral

Styles

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Using DiSC in Customer

Service Role-plays

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Action Plan

Objective: To read another person's behavioral style to deal with

that person in the way he/she prefers. To become aware of your

behavioral style and how you affect other people.

Anticipated Outcome/Benefits: The person who can effectively

read, adapt and respond to another person will add to his/her

interpersonal relations skills and grow as a customer service rep

and as a manager. This webinar will identify the different

personality types customer service reps encounter, and how to

best interact with these people.

Overview: Every person has distinct ways of thinking, feeling,

and acting, which reveal themselves in their behavior. These

behaviors can be grouped into four major categories and 18

distinct styles. People who can recognize or "read" another

person's behavioral style are able to adjust their interaction.

Armed with this knowledge, customer service people can

communicate more effectively with different people.

Participants will also get to know themselves better. They will see

how they actually project themselves when meeting others. They

will discover the behavioral traits that, in their judgment, are ideal

for their career. With this information they can, if needed, make

adjustments to be more successful.

Teaching Method: This webinar will involve a group discussion

of the different behavioral styles and on motivation. A short video

will be viewed showing different personality traits encountered by

customer service people. Participants may complete the optional

DiSC? Classic 2.0 Profile instrument prior to coming to class.

This instrument determines which behavioral style participants

demonstrate when at work. The DiSC Profile has been

administered to over 40 million people since its development.

Participants will study their results and learn how and why they

affect people in both positive and negative terms. Most

importantly, participants will learn what they can do to positively

motivate the people they wish to influence. The webinar

concludes with participants viewing two short videos to help them

to adapt their interactions positively, group discussions, peoplereading exercises, and customer service situation role-plays.

?2013 Corporate Sales Coaches, Inc. ¨C

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