I recently had the pleasure of meeting with a group in Southwest Florida that does amazing work in its community. They held a full-day staff retreat to learn about personality types and how different personalities impact customer service. They defined their customers both internally and externally; i.e., the people inside their organization that they serve along with the people in their general community that are served.
When it comes to customer service, different types of people need different things. For example,
- People who are bold, “take charge” people need action; they need to see results … and the sooner the better!
- Detail oriented people want the facts and the details; they need to see that there is logic and predictability in how their service need is going to be handled.
- Those who are concerned that whatever solution is applied will make everyone happy need security and reassurance.
- Individuals who are outgoing and enjoy being the center of attention need to be given the opportunity to express themselves and be heard; they need to recognized and appreciated.
The words that we use when serving these different people make all the difference in the world so, as individuals who serve customers, it behooves us to choose our words carefully and make certain that the words we use convey our desire to satisfy the needs of those customers. Words, just like the “little things”, can make all of the difference in the world.
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