Service personnel and customers also respond to needs according to their personalities. The following is how each personality predictably responds to a need for service.

"D" types — "D" customers want their problems solved immediately. They don't like indecisive or unresponsive individuals. "D" service personnel can be difficult. They don't like customers who tell them what to do. The greatest challenge is for a "D" service personnel to allow "D" customers to feel as though they are in charge. At the same time, companies can only give so much. But "D" customers should never ....

"S" types — "S" customers hate confronting problems. They often apologize for causing trouble. They can act just like "D"s if pushed into a corner, especially if it affects their security. "S" service personnel are the most gentle and accommodating. They tend to be taken advantage of and need to be stronger with those who intimidate them. Everyone should learn from "S"s when it comes to .....

NOTE:  Service personnel need to deal with each customer according to their personalities. For instance, help the "D" quickly and respectfully. Service the "I" friendly and enthusiastically. Respond to the "S" with sweetness and security. And service the "C" customer with patience and answers.

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