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- 8. Identifying customer behavioural style
8. Identifying customer behavioural style
- Price:
- £79.00
- Rating:
-
- Availability:
- Available for immediate download
Product Description
A complete set of professionally designed training materials to run a 4 to 6 hour soft skills training and development event. Complete with detailed facilitator notes, delegate workbooks, pre and post course ideas, appropriate skills models, exercises with briefing notes, visuals, handouts and an optional train the trainer by phone/screen sharing included.
Course details
During this course what is meant by behaviour is reviewed, the 4 main customer behavioural styles are examined, along with detailed examples of the ‘real life’ behaviours associated with each style. An activity occurs that explores the consequences of matching and mismatching behavioural style and the ©SHADE model for identifying customer behavioural style is introduced. Best practice for each stage of the ©SHADE model is discussed and delegates practice identifying customer behavioural style. This exercise is fully debriefed.
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation.
Course objectives
Explain the different customer behavioural styles
List the steps required to identify customer behavioural style
Explain the what should be taken into account when identifying behavioural style
Demonstrate your ability to identify customer behavioural style
Begin the process of designing a personalised development plan
Course content
Introduction and objectives
The different behavioural styles
Review and discussion around the consequences of matching and mismatching behavioural style
Identifying behavioural style using the ©SHADE model
Exercise. Identifying behavioural style
Review exercise and feedback
Course benefits
Develops effective customer communication skills
Develops customer adaptability
Develops understanding of different customer types
Personalises the customer experience
You can download our complete course brochure below (PDF 584 KB)
Download it here
