b'(continued from page 1)personality, just promptly and concisely answer the 3.The Administrator, who just wants what theycustomer. want, when they want it 4.The Associator, who loves to talk and show off3.But if the answer is no, then ask the third andtheir personalityfinal question: Is the customer displaying emotional behaviors? If not, they are probably The best part, say Dixon, Toman and Delisi, is that thean Analytical. However, if the answer is yes, they process only requires you to ask no more than threeare likely an Amiable or an Associator. Whats the questions in your quest to determine the personality ofdifference?Amiables want their personal point of view to be taken into consideration whileyour customer:Associators like to entertain, joke, and chat. 1.Is the customers issue complex? If no, you do not need to continue the diagnosis process. If theHow to Handle Each of the Four Personalities customers issue can be resolved quickly andThe Analytical is process-oriented. Their mantra is, easily, there is really no need to do anything the authors state: Take the time to fully explain thebesides be courteous and professional. In fact, forresolution steps and allow me to talk. simple-issue situations, treat all customers asAdministratorsjust get them what they need asRemember: quickly politely as possible. Do not interrupt But if the customers issue is a complex one (such as aExplain the process to resolve the issue billing dispute), the authors advise to listen carefullySlow down the pace of the conversation to the words the customer uses to describe their issue.Be sure to demonstrate Continue with these questions Good listening skills Thoroughness 2.Is the customer issuing clear directives? If theClarity answer is yes, then the customer is likely anAdministrator. No need to further determine their (continued to page 26)19'