Hi all, just thought I would share some results from a program we ran, if you want more detail, please contact us.
CASE STUDY RESULTS:
Outcomes
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Increased customer satisfaction by 40%
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Increased staff satisfaction by 60%
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Increased average daily time on the phone from 45 minutes to 3 hours
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Increased overall activity by 150%
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Increased outbound quotes by 88%
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Increased sales by 66%
What we did …
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Improved internal communication by using DISC
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Taught the team how to deal with the customer the way the customer wants
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Worked with selected managers to drive performance
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Taught the team how to demonstrate to customers the value that their company brought other than just the lowest price, product and features.
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Coached Managers in how to introduce Performance Measures to direct, acknowledge and reward achievement.
DISC profiling is a behavioural assessment tool that categorises individuals into four primary personality types:
Dominance, Influence, Steadiness, and Compliance.
Understanding these personality types can significantly improve customer service interactions.
Here are three ways DISC profiling can enhance your customer service:
Effective Communication
By applying DISC profiling to your customer service team, you can identify the predominant personality types of your customers.
This knowledge allows your team to adjust their communication style accordingly.
For example:
- Dominant customers prefer direct and concise communication. They appreciate confident and assertive responses.
- Influential customers respond well to enthusiastic and engaging interactions. Building rapport and offering praise can be effective.
- Steady customers value a friendly and patient approach. They prefer a warm and supportive tone.
- Conscientious customers seek accuracy and details. Providing thorough information and addressing their concerns methodically can be beneficial.
By tailoring your communication to match your customers’ preferences, you enhance the overall customer experience and increase the likelihood of a positive interaction.
Conflict Resolution
DISC profiling helps your team understand the diverse ways individuals handle conflict.
Some customers may prefer a direct and assertive resolution, while others may require a more collaborative and harmonious approach.
With DISC profiling, your team can adapt their conflict resolution strategies to align with the customer’s personality type, reducing friction and increasing satisfaction.
For example, when dealing with a dominant customer who prefers directness, acknowledging their concerns and proposing a clear solution may be effective.
On the other hand, when dealing with a steady customer, taking a more empathetic and patient approach while exploring mutually agreeable solutions can be beneficial.
Personalised Service
DISC profiling enables your team to provide a personalised customer service experience.
By identifying the dominant personality type of each customer, you can tailor your service to match their preferences, needs, and communication style.
For instance, an influential customer might appreciate personalised recommendations, while a conscientious customer may value detailed explanations and follow-up documentation.
By understanding your customers’ personalities, you can create a more customized and satisfying experience, leading to increased customer loyalty and positive word-of-mouth referrals.
Implementing DISC profiling in your customer service practices can empower your team to better connect with customers, handle conflicts effectively, and provide personalised service.
Ultimately, these improvements contribute to higher customer satisfaction, improved brand reputation, and increased business success.
Contact SPARKLE Training today to discuss how DISC Profiling can benefit your Customer Service team!
