Identifying customer behavioural style

A customer service and relationship skills training course

Course objectives

Explain the different customer behavioural styles
List the steps required to identify customer behavioural style
Explain the what should be taken into account when identifying behavioural style
Demonstrate your ability to identify customer behavioural style
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
The different behavioural styles
Review and discussion around the consequences of matching and mismatching behavioural style
Identifying behavioural style using the ©SHADE model
Exercise. Identifying behavioural style
Review exercise and feedback

Course benefits

Develops effective customer communication skills
Develops customer adaptability
Develops understanding of different customer types
Personalises the customer experience

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment

Positive impact areas

Call effectiveness and communication
Soft skills application and development
Customer empathy and understanding

---

This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
 
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.

We accept the following plus Paypal and direct transfer into our account              

---

Delivery options 
1. Purchase the materials and deliver internally using your people 

2. Purchase the materials and arrange for us to train your trainers

3. The course author can deliver any of the courses in-house for you

4. Personal one to one training from the author by distance learning

A comprehensive set of skills training materials

Pre course preparation ideas                Detailed facilitator notes  Delegate course workbooks PowerPoint slides and handouts Group and individual exercises Exercise briefing/debrief notes Skills practice activities

Course materials to run 4 to 6 hr training events A learning evaluation exercise with answers  A 1 hr telephone/screen sharing train the trainer Unlimited internal license and printing rights   Post course action plans included Post course follow up ideas Best Practice skills models