The 4 Most Common Personality Archetypes in Customer Service
8
The 4 Most Common Personality Archetypes in Customer Service Melissa Moore
-
Upload
mattersight -
Category
Software
-
view
580 -
download
1
Transcript of The 4 Most Common Personality Archetypes in Customer Service
The 4 Most Common Personality Archetypes in Customer Service
Melissa Moore
#call2loyaltyLanguage is a window into personality and human behavior
People use language in recurring patterns
Key language indicators includeTone/TempoKey WordsPhrasesGrammarSyntax
Each of the 4 archetypes “advertises” a person’s preference for how they interact/how they prefer to be interacted with
#call2loyaltyCommon Linguistic Patterns
organizers connectors advisors originals
#call2loyaltyThe Connector
• Warm, Sensitive, Caring• Serve them by showing
empathy and personal attention
• Resolve their problems by working together with them and supporting them
“ In myheart ofhearts…”
“I feel…”
“I’m sorry…”
“You’ve beenwonderful…”
#call2loyaltyThe Organizer
• Logical, Responsible, Organized
• Serve them by showing your focus, intelligence and readiness
• Resolve their problems with efficiency, accuracy and attention to detail
“Thatmakessense…”
“I think…”
“First…second…third…”
“That’s agood plan…”
#call2loyaltyThe Advisor
• Dedicated, Observant, Conscientious
• Serve them by showing your professionalism and your dedication
• Resolve their problems with commitment and respect
“ In myopinion…”
“I believe…”
“Thetruth is…” “You
peopleshould…”
#call2loyaltyThe Original
• Creative, Playful, Spontaneous
• Serve them by showing you have a playful side
• Resolve their problems by taking over with easy and supportive steps
“Awesome!”
“Cool!”
“This isthe greatestday ever…”
“This is theworrssstttdayevvvvver…”
