Training Programs

Serving Different Types of Customers

Accepting and understanding the fact people are different, and therefore need to be treated differently, is integral to the success of building any relationship. Whether you are a senior vice president, manager, supervisor, or an employee, the key to building successful relationships with your customers depends on your ability to identify the differences in people and then treat them accordingly.

This session will help you identify different behavioral styles, isolate your own preferred style, and learn how to communicate appropriately with each behavioral pattern. When you learn to deal appropriately with different behavioral styles, you will find it easier to establish trust, credibility, and rapport with your counterpart. As a side benefit, you will also find you have more open, honest and tension-free relationships.

Objectives:

• Assess your dominant behavioral style using the Personal Values Inventory (PVI)

• Outline the strengths of your preferred behavioral style and the challenges you may face when you over use it.

• Recognize the characteristics of other communication styles and develop action plans to work effectively with people who prefer to communicate using a different style.

Key Topics:

• Understanding the characteristics, strengths, and weaknesses of different behavioral styles

• Utilizing techniques to effectively deal with different types of customers

• Adapting your communication style

• Building relationships on the foundation of trust, credibility, and honesty

• Using the information gained in this seminar to build stronger relationships with your customers

• Action Plans — What will I do differently to communicate even more effectively?