Understanding customer service and we can do

Understanding who you are and how you
behave in various situations will change the way you communicate, engage and
shake hands with others, leading to winning results for everyone involved. Do
you sometimes feel people just don’t get you? Or you don’t like working with
someone, or their moods bring you down? Are you always happy? Or do you often
feel negative and wish you knew why? In this chapter we will look at how you
can understand your own behavioural style as well as the behavioural styles of
the people around you.

Everyone is unique, there is
no question about that, but each of us has behavioural traits in common with
other humans. Some of us like being the centre of attention, while others
prefer to work alone. We are all born with our preferred behaviour and we learn
and adapt to other behavioural styles during our lives.

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By understanding ourselves
better we can connect with our passions and strengths, and acknowledge our
weaknesses and find ways to work with them. Most negative behaviour patterns
come from not being conscious of how you are affecting yourself and others. By
working with our strengths and developing them, we can make life more
rewarding, less frustrating and much more fun personally and professionally.
This way we can connect with people around us, leading to more harmonious and
pleasing results. Knowing your behaviour style is the key to understanding your
own reactions and how to meet your own needs and the needs of others.

Understanding behavioural
styles also has an impact on sales and service. We should always aim to provide
the best customer service and we can do this by understanding our client’s
behaviour profile. Use this knowledge to tailor the service to suit them. For
example, we might see that the customer wants to take their time and ask lots
of questions about the product. Or they might be the type of person who knows
exactly what they need and doesn’t want to stand around talking. If we
understand that this is their behavioural style and we can meet their needs
accordingly. 

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