DISC Customer Service
Customer service excellence is a hall mark of all the best and most successful businesses, but it's not a "one size fits all" solution.
We know that our customers are unique individuals, but when we deal with them do we really treat them like that? Do you see customer service as a slick and proven approach that is successful because it treats everyone the same? I would like to introduce you to 4 of our customers:
- Samantha - is a serious and quiet person who is interested in detail and getting even the smallest thing right. Never ask her about her family or social life - she sees it as none of your business and irrelevant to doing business.
- Eric - the life and soul of the party - in fact he's always trying to get us to meet up in town for a "few beers". A conversation with Eric always takes longer than planned and is guaranteed to cover the rugby/holidays/weekend every time before we get down to business!
- John - it took along while to get to know John - he is quiet, shows little of what he is thinking, but is always polite and calm. He is quick to compliment good service, but slow to complain if things aren't going so well. It wouldn't be a surprise if he simply took his business elsewhere without saying anything.
- Julie - you know where you stand with Julie - she tells you exactly what she thinks, whether you like it or not! She hates delay, can't abide excuses and does not tolerate failure to meet deadlines - however small.
You may recognise some of these people amongst your customers. They all seek excellent service, but the way that you deliver it to them needs to be subtly different. If people buy from people they like, then it is certainly true that people stop buying from people that they don't like - or who they perceive as having a different set of priorities to them when it comes to customer service.
If your team members better understood their customers' differences and took account of them when delivering your products or services, just think how much more positively your business would be perceived!
The Service Profit Chain
There is no doubt that excellence in service is directly linked to profitability - the most profitable businesses invariably deliver the best customer service. You can improve your customer experience by understanding their needs and expectations better by introducing DiSC to your customer service team.
DiSC is the most trusted behavioural communication and learning instrument in the world. Based on more than 80 years of research and development and used across the globe in hundreds of training and coaching applications, with around 70% of FTSE 500 companies either using or having used the system.