In today’s competitive business environment, customer service is critical to success.
A company’s ability to provide exceptional customer service is highly dependent on the skills and behaviours of its staff.
One way to enhance your staff’s ability to deliver excellent customer service is by utilising DISC profiling.
DISC is a behavioural assessment tool that provides insights into an individual’s communication style, strengths, and areas for improvement.
Here are three reasons why DISC profiling can improve your staff’s customer service:
Better Communication Skills
Effective communication is a fundamental aspect of delivering exceptional customer service.
DISC profiling can help your staff develop better communication skills by providing insights into their communication style and preferences.
By understanding their communication style, staff members can adjust their approach to match the communication style of their customers, leading to more effective communication and increased customer satisfaction.
DISC profiling can also help identify areas where staff members may need to improve their communication skills, such as:
- Active listening
- Clear communication
- Empathy
Improved Customer Engagement
DISC profiling can help your staff better engage with customers by providing insights into their strengths and weaknesses.
For example: A staff member who has high scores in the Dominance and Influence styles may be excellent at building rapport and engaging customers, while a staff member who has high scores in the Steadiness and Compliance styles may be more focused on accuracy and detail.
Understanding these strengths and weaknesses can help you assign staff members to tasks that best match their skills, leading to improved customer engagement and satisfaction.
Personalised Customer Service
Customers expect personalised service, and DISC profiling can help your staff deliver it.
By understanding a customer’s behaviour and communication style, staff members can tailor their approach to match the customer’s preferences.
If a customer is more reserved and prefers written communication, a staff member can communicate with them through email or text messaging.
If a customer is more outgoing and prefers verbal communication, a staff member can call them to address their concerns.
Personalising customer service based on a customer’s behaviour and communication style can help build rapport and create a more positive customer experience.
By leveraging the insights provided by DISC profiling, you can create a customer-centric culture that will help your business thrive in today’s competitive market.
Contact SPARKLE Training today to discuss tailored training & DISC Profiling for your customer service team.
Call 1300 611 288 or Email info@sparkletraining.com.au
