The 4 types of customer

00:03:35
https://www.youtube.com/watch?v=KaVTR1-7TDU

概要

TLDRThis week's training minute focuses on identifying different types of customer personalities using a model by psychologists David Merrill and Roger Reed, which categorizes customers into four types: driver, expressive, analytical, and friendly. Understanding these types helps in handling dissatisfied customers effectively. The 'driver' wants quick results, while the 'expressive' is emotional and social. Analysts are precise and may appear cold, and 'friendly' individuals seek acceptance and are generally conflict-averse. Each type responds differently to dissatisfaction: 1. **Driver**: Show commitment and respect commitments to ease their anger. 2. **Expressive**: Listen empathetically without interrupting their venting. 3. **Analyst**: Use evidence to support your claims and avoid emotional reactions. 4. **Friendly**: Develop good relationships to ensure continuous engagement. This model helps manage stressful experiences with difficult customers by adapting effectively to various situations and minimizing conflicts.

収穫

  • 🔍 Identify different customer personality types for better service.
  • 👂 Show empathy when dealing with expressive customers.
  • 💼 Commit to resolving issues quickly for driver customers.
  • 📊 Provide evidence-backed claims to satisfy analyst customers.
  • 🤝 Maintain good relationships with friendly customers.
  • 🛠 Adapt to situations using the Merrill-Reed model.
  • 😌 Manage stress by understanding customer typologies.
  • 📈 Improve customer interaction strategies using this model.
  • 🚫 Avoid interrupting emotional customer venting.
  • 🤔 Analyze customer reactions skillfully using personality types.

タイムライン

  • 00:00:00 - 00:03:35

    The training video discusses various types of customers, leveraging the Merrill and Reid model, which categorizes customers into four personalities: driver, expressive, analytical, and friendly. Each type has distinct characteristics and requires a specific approach to handle dissatisfaction effectively. For example, drivers want quick results and have strong opinions on process efficiency. Expressive customers are emotional and can be influenced by personal issues. Analysts value accuracy and are skeptical of information that doesn't meet their standards. Friendly customers avoid conflict but may switch providers quietly after an issue. Understanding these types helps manage difficult interactions more successfully.

マインドマップ

ビデオQ&A

  • What is the main focus of this week's training minute?

    The main focus is on recognizing different types of customers and how to handle them when they are dissatisfied.

  • What model is used to identify customer personalities?

    The model by psychologists David Merrill and Roger Reed is used to identify four types of customer personalities: driver, expressive, analytical, and friendly.

  • What are the characteristics of a driver type customer?

    The driver type customer knows what they want and likes to get things done quickly.

  • How should you handle an expressive type customer?

    You should show empathy and listen to them without interrupting, as they may be emotional and start venting.

  • What should you do if an analyst customer criticizes you?

    Avoid reacting emotionally and provide solid arguments backed by evidence or statistics.

  • How do friendly customers generally react to difficult situations?

    Friendly customers usually avoid conflict but may choose to deal with someone else next time if problems are not addressed.

  • What is an effective way to deal with a driver type customer when they are angry?

    Show them you are committed to doing things right and respect your commitments.

  • How can understanding customer typologies help?

    Understanding customer typologies can help you analyze reactions more skillfully and adapt to different situations.

  • What is the goal of understanding different customer types?

    The goal is to manage difficult customer situations and reduce stress by adapting appropriately to various personalities.

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オートスクロール:
  • 00:00:01
    foreign
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    in this week's training minute we'll
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    look at different types of customers and
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    their characteristics
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    the objectives are to recognize
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    different types of customers and show
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    how to act when they are dissatisfied
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    have you ever had to deal with difficult
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    customers without knowing how to calm
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    the situation down
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    a customer typology can help you analyze
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    certain reactions more skillfully
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    among the various models that of
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    psychologist David Merrill and Roger
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    Reed identifies four types of customer
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    personalities driver
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    expressive analytical and friendly
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    the driver knows what he wants and likes
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    to get it done quickly
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    the expressive is emotional and social
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    they tend to be idealistic and disregard
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    the details of everyday life analyst are
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    fastidious in their work
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    because they like it to be done well
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    they can appear to be cold in their
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    social interactions the friendly person
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    needs to feel accepted by others
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    and is respectful and social
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    let's take a look at how these
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    personalities deal with difficult
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    customers let's also distinguish how to
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    act in these situations
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    the driver type customer can get angry
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    quickly when the job isn't done properly
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    they think they know how things should
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    be done
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    to ease the tension you need to show
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    them that you are committed to doing
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    things right
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    it's very important to respect your
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    commitments
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    the expressive customer can be touchy
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    they may let their personal problems
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    affect their judgment and mood
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    although this customer may be emotional
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    and start to vent avoid interrupting
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    them instead show empathy as you listen
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    the analyst customer can become
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    difficult when convinced that there's a
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    problem
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    they don't like it when the validity of
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    their information is questioned
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    when you receive criticism from this
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    type of customer avoid reacting
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    emotionally by taking the matter
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    personally
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    bring solid arguments such as evidence
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    or statistics to back up your claims
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    the friendly customer is rarely a
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    difficult one as he or she generally
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    avoids conflict however when a problem
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    arises they may tend to leave the
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    situation as it is
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    but decide to deal with someone else
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    next time the important thing is to
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    develop a good relationship with a
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    friendly customer
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    let them know from the outset that you
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    are available to discuss any problems
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    working with difficult customers often
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    leads to stressful experiences
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    by using this model
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    you'll be better equipped to adapt to
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    different situations
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    we have now reached the end of this
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    week's training minute see you next week
  • 00:03:10
    for more information on our training
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    courses visit our website at
  • 00:03:16
    actualization.com or reach us at
  • 00:03:19
    1-877-688-0101
  • 00:03:25
    actualization training and Consulting
  • 00:03:28
    since 1970.
  • 00:03:30
    foreign
タグ
  • customer service
  • personality types
  • handling complaints
  • conflict management
  • Merrill-Reed Model
  • driver
  • expressive
  • analytical
  • friendly
  • customer typology