Customer-Tailored Communication Customer typology
This training is for salespeople and leaders who want to adapt their arguments and the way they connect to each customer's type.
DISC
Licensed / external methodologyA behavioral style model: recognizing natural behavioral preferences.
- Participants recognize their own preferences and other people's types
- Fosters a more open, accepting attitude toward different behavioral styles
- We also use it in selection and customer communication
DISC behavioral typology describes behavior along four main factors: dominance, influence, steadiness and conscientiousness. All four are present in everyone, just in different proportions, and the model captures not character but observable behavior and natural preferences: the situations in which someone feels at home, and those that are a strain. Its key idea is that better collaboration usually does not require changing our character; adjusting our behavior is enough. In the programs, we work with a questionnaire, small-group exercises and film clips: from recognizing your own type and using your strengths consciously to treating and communicating with others in a way that suits their type. We use it in leadership development, selection and customer communication alike.
Related programs: DISC-Based Self-Awareness · Effective Face-to-Face Sales Communication · Integrated Leadership Program (Foundation) · Structured Interviewing Training · Structured Interviewing · Customer-Tailored Communication – Customer Typology
What is the program about?
A one- or two-day group training, in person or online, built on the DISC behavioral typology; also available with Thod support.
What you take away: an easy-to-follow system you can apply quickly, which lets you shape the style and content of your own communication by recognizing the customer's behavior; self-awareness insights into your own behavior and more conscious use of your strengths; a communication plan tailored to your typical customers, with relationship-building and listening techniques.
Who is the program for?
For salespeople, customer service staff and their leaders who want to adapt their arguments and the way they connect to each customer's type. It is especially timely when employees often deal with customers of different personalities and find it hard to strike the right tone.
When is it worth starting?
- When your team needs to become more aware of its own communication style and its impact
- When the goal is to improve the quality of customer relationships and increase the number of returning customers.
How we work
Here DISC is not a self-discovery excursion but a communication map: participants identify their own type, then those of their typical customers, and prepare a communication plan for each. The system is easy to understand and quick to apply, and that is its strength.
It's not only what information or solution the customer receives that counts, but at least as much how: in how much detail, with how much explanation, with what kind of personal attention. Every customer processes information differently and likes to connect differently. Those who recognize this can communicate in the way that particular customer finds easiest to take in.
Beyond the characteristics of each behavioral type, participants also learn what is best avoided in communication, and leave with a written and spoken communication plan. A likable customer service representative makes the company more likable too, and that is what creates returning customers.
Program topics
- the DISC behavioral typology: the characteristics of each behavioral type
- communicating with each type, and what to avoid
- identifying your own DISC type: strengths, challenges and how to use them at work
- building trust in customer service work
- understanding and being understood: active listening toward the customer
- identifying customer types using the model, developing a written and spoken communication strategy.
Delivery
We tailor the weighting of the topics to the client organization's situation. On request, we support the program with the Thod learning support system, which keeps participants applying what they have learned between training days.
It is also worth starting if:
- employees need to adapt consciously to different customer types, both in writing and in person.
