PROVIDING A CUSTOMER INTERACTION STYLE TO A SUPPORT TECHNICIAN

摘要

A computer implemented method and system for providing customer information to a support technician that includes, with a computer, analyzing electronic records related to a particular customer to determine a customer interaction style, and, with a computer, displaying a set of guidelines based on the particular customer's interaction style to a technician in a support interaction with the particular customer. The customer interaction style includes a customer focus dimension, the customer focus dimension indicating a degree to which the particular customer seeks an explanation with a provided solution; a customer work style dimension, the customer work style dimension indicating a rating of the particular customer along a range from self-sufficient to support reliant, and, a customer expression dimension, the customer expression dimension indicating an amount in which the particular customer engages in discussion unrelated to the provided solution.