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8. Identifying customer behavioural style
Course 8. Identifying customer behavioural style.
Identifying customer behavioural style and the needs that might underlie this behaviour, enables strong needs based customer relationships and communication to occur. Understanding these needs and the reasons underlying them will help when deciding how to adapt behaviour to different customer types.
Identifying customer behavioural style
- By Skills FX
- Published Tuesday 1st 2008
- 8. Identifying customer behavioural style
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A customer service and relationship skills training course
During this course what is meant by behaviour is reviewed, the 4 main customer behavioural styles are examined, along with detailed examples of the ‘real life’ behaviours associated with each style. An activity occurs that explores the consequences of matching and mismatching behavioural style and the ©SHADE model for identifying customer behavioural style is introduced. Best practice for each stage of the ©SHADE model is discussed and delegates practice identifying customer behavioural style. This exercise is fully debriefed.
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation assessment.
