NOTE FROM KATHI GRAHAM-LEVISS

Providing exceptional

customer service

largely depends on

communication.

However, not all com-

munication mediums

are the same. Clients

may respond one way

to information given

via telephone, but

respond entirely dif-

ferently to the same

information presented

via email or personal

presentation. Take the

time to discover your

customers' preferred

communication meth-

ods and styles and

you will see your cus-

tomer service success

ratio soar!

O N T H E L E V E LC O A C H I N G I N C O R P O R A T E D

W H E N W E TA L K about talent in the workplace,what do we mean? We mean a person’s recurring pat-tern of thoughts, behaviors, emotions and motivatorsthat can be productively applied to achieve customerservice goals. Talent is found in people and is demon-strated at work through superior job performance.

Talent rules in the customer service arena where onlypeople, not machines, enhance your company’s abilityto relate with and support internal and external cus-tomers. Successful businesses everywhere are beginningto compete for top talent through implementing solidstrategies to attract, develop and retain the best. Leadingbusiness authors and researchers highlight the needfor effective talent management in today’s businesses:

Most businesses in survival mode over several yearshave placed little focus on moving successfully into ahigh-end customer service arena where talent rules.Under pressure from an unpredictable marketplace,they have faced customer demands for more results inexchange for less payback. In turn, they have demand-ed more from their employees in return for less.Downsizing, layoffs, mergers and job obsolescencehave depleted and demoralized human talent at work.These are the harsh realities we live with as the needsof our consumers continue to evolve.

However, the focus in business today must turn totalent. Why? Because the key resource in producingexceptional customer service is the talent within the

people who work in your busi-ness. The good news is there isno shortage of human talent! Infact, much of the talent yourorganization needs to succeedmay already be working foryou, but underutilized, undermotivated and perhaps mis-matched to the wrong jobs.

Where new talent is needed,not hiring the right talent forthe job can result in a hugepenalty for the entire business.Research from McKinsey’s “Warfor Talent 2000” survey showedthat top performers achieve 40-67%

X B C O A C H I N G THE ARCHITECTURE OF SUCCESS� 401.682.2859

� 401.682.1902www.xbcoaching.com

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“…if you have the right people on the bus, the problem of how to motivate andmanage people largely goes away. The right people don’t need to be tightly managedor fired up; they will be self-motivated by the inner drive to produce the best resultsand to be part of creating something great.”

GOOD TO GREAT – Why Some Companies Make the Leap… and Others Don’t (Collins 2001)

“Talent – and only talent – should be a significant basis for hiring, selecting, anddeploying employees, rather than just factual information or expertise. Manyorganizations believe that talent is scarce, a rare, precious resource that comes alongall too infrequently. Great organizations know that talent is an abundant resourcewaiting to be tapped.”

FOLLOW THIS PATH – How the World’s Greatest Organizations DriveGrowth by Unleashing Human Potential (Coffman and Gonzalez-Molina –The Gallup Organization 2002)

EFFECTIVELYHIRING CUSTOMERSERVICE TALENT

2

more value (measured in productivity, profits and revenue) thanaverage performers. Methodologies and tools that quantify talentmake bottom-line sense for businesses.

Talent is the unlimited resource that fuels performance power in thecustomer service arena. You can begin to identify the talents yourorganization needs through the application of proven methodologiesand validated diagnostic tools. We can assist you in defining yourorganization’s unique needs for customer service talent by helpingyou discover answers to questions like these:

• Which specific talents are essential for your customer service-relat-ed jobs?

• How can you consistently apply reliable methodologies and diag-nostics for successful talent management?

Call 401.682.2859 today and discover new tools and services toenhance talent management skills!

EFFECTIVELY HIRING

continued from page 1�

Words. OUR PRIMARY FORM OF COMMUNICATION IS SPEECH.We depend a great deal on the words we say to convey our mean-ing and message to those around us. However, mere words are notthe only factors at play. Our tone, our body language, our com-munication style and the medium through which we speak all fac-tor into the equation of behavioral style and effective communica-tion. When you know and understand how your customers preferto communicate and be communicated with, you empower your-self to provide exceptional customer service.

The four fundamental behavioral styles in the DISC Model:Dominance, Influence, Steadiness and Compliance are outlinedbelow. Keep the outline readily available. It will guide you in definingthe behavioral style of your customers and direct you to communicatein a way that will be well received.

DominanceWho falls into the Dominance style? Usually corporate officers, man-agers, members of the military, some salespeople, many entrepreneursand almost any person who is in a position or mindset of “control.”

The Dominance behavioral style is usually described with the follow-ing attributes: high egos, likes challenges, drives hard for accomplish-ment of goals, positive, loves power and authority, and is motivatedby direct answers.

When communicating with someone high in the Dominance attrib-utes, you'll want your body language to express linear motions. Keepyour distance, offer a strong handshake, lean slightly forward, makedirect eye contact and use controlled gestures.

Your tone of voice when speaking with someone in the Dominancestyle should be strong, clear, confident, direct and fast paced. Specificwords that motivate Dominance-types include: win, lead the field,results, now, immediate, bottom line and challenge.

InfluenceThose in the Influence category are high flyers. They love to ziparound at the speed of light, talking with people everywhere and hav-ing fun in everything they do… personal or business. Those high ininfluence are social butterflies. You'll very often find them working insales or real estate. These are the ones who thrive on acceptance byand interaction with people. Those in the Influence category areopen, positive and chatty… and somewhat “different.” They march tothe beat of their own drummer.

When communicating with those high in Influence characteristics;stand close to them, smile, relax and have fun, make friendly eye con-tact and offer expressive gestures.

You'll want your tone of voice to convey enthusiasm and energy whilebeing persuasive and fast paced. A few specific words that work wellwith those high in Influence include: fun, I feel, exciting; picture this,people and recognize/recognition.

Understanding Behavioral Styles: SteadinessSteadiness types make up the majority of the population. Over 40% ofAmericans fall into the Steadiness category. These people need to see alogical approach to everything. They need time for thinking before mak-ing decisions. Steadiness-types want to see how various options willbenefit them; and they need a sense of security about making a choice.

In your communication with those high in Steadiness, keep your bodylanguage relaxed and calm. Lean back in your chair and don't rush.Make friendly eye contact and use small gestures.

Your tone should be warm, soft and calm, speaking in a low volume andat a slow pace. Specific phrases that influence Steadiness-types include:step-by-step, help me out, guarantee, promise and take your time.

ComplianceThose with high Compliance levels are known for being quality focused.Their minds function in a highly analytical, methodical manner. Whencommunicating with Compliance types, place a lot of weight on dataand facts. Examine any arguments from all sides: do not appear biased.Keep on track and avoid socialization while conducting business.Compliance-types are slow decision makers and require a good deal oftime to think.

Some vocations commonly appealing to people high in Complianceinclude: CPAs, engineers, financial advisors, lawyers, judges and doctors.

When communicating with those high in Compliance characteristics,keep your distance, sit across from your customer, make direct eye con-tact and use few or no hand gestures.

You'll want your tone of voice to be controlled, direct, precise and at aslow pace. Specific words and phrases that can make a positive impactinclude: here are the facts, the data shows, proven and analyze.

Once you understand the behavioral type you are working with, you'llfind that creating and communicating a solution, which is tailor-madefor your specific customer, is quick and easy.

THE KEY TOEXCEPTIONALCUSTOMER SERVICE

THE KEY TOEXCEPTIONALCUSTOMER SERVICE

Customer service employees face an enormous amount of stress daily. They are chargedwith making wrongs right, turning mistakes into milestones and salvaging situations thatmight otherwise be lethal. It takes a special breed of person to be a successful customerservice representative.

XB Coaching recognizes the hurdles customer service employees must leap over each day.That's why we designed a complete program specifically to give them the skills, knowledgeand empowerment tools to do their best work for your company and your clients, but alsofor themselves.

Through customized customer service assessments, coaching, and training that is preciselyaligned with your department or call center's vision and mission you can receive the benefitsof:

• Increased business• Calls handled with confidence• Enhanced telephone experience of customers• Organized and managed calls• Successfully negotiated outcomes • And much more!

For details and bookings, call XB Coaching today at 401.682.2859 or visit the Productsand Services section of our site at www.xbcoaching.com.

Tool of theMonthTAILOR-MADE CUSTOMER SERVICE TRAINING

When dealing with upset

customers, never try to

prove the customer

wrong, try to blame

another employee or

department or match the

customer's negative atti-

tude. Be professional

and take responsibility

when necessary.

Welcome MaryEllen TowleM.Ed., Vice-President of Operations

When dealing with upset

customers always keep

your cool, disregard neg-

ative emotions, listen for

the facts and focus on

the specific problem at

hand. When you resist

the temptation to take

things personally, you

will find yourself in a

better position to pro-

duce a successful con-

clusion for your customer

and yourself.

3

From her days as a rookie

radio account executive over

20 years ago through today,

MaryEllen Towle has

ranked consistently among

the advertising industry’s

most tenacious achievers. Her positions include that

of Local Sales Manager, National Sales Manager

and, for the last sixteen years, General Sales

Manager at WXKS-108 FM, Boston. Moving rap-

idly and successfully through markets as diverse as

Boston, Miami, Houston and Seattle; MaryEllen

has consistently displayed her broad abilities both

as a manager and as a leader.

MaryEllen holds a Masters of Education as well

as numerous accreditations including: Certified

Behavioral Analyst, Certified PIAV Analyst,

Franklin Covey Principle Centered Leadership

graduate, the Gallup Organization’s Great Manager

& Strength Finder Program, Clear Channel

University Management Program graduate, Member

of the College of Executive Coaching, Creative

Resources Master Facilitator and more.

Her thirst for success and her thorough knowledge

of behavioral, management and sales strategies

makes her a unique and treasured addition to the

XB Coaching Team.