Handling Challenging Customers? DISC Insights Can Help You Connect Better!

Does everyone in your organization communicate with customers? Do you have customers that some team members consider ‘difficult’? It’s not uncommon for customers to seem challenging, but understanding how different DISC styles react under pressure can make all the difference.

As a certified DISC Practitioner, I can help you unlock insights into how each personality type behaves under stress. Knowing this can help prevent judgment, reduce resistance, and diffuse tension in a way that truly resonates with your customers.

Here’s a quick look at how the four DISC styles behave under pressure and what you can do to support them:

Dominant (D)
Under pressure, Dominants become abrupt and impatient, often demanding immediate answers or actions.
What to do: Listen carefully, take notes, give them your full attention, and offer two clear action steps to address the issue.

Influencer (I)
Influencers may exaggerate and become dramatic, providing fewer details to help clarify the problem.
What to do: Stay highly engaged, showing that you're just as eager to resolve the issue. Take notes and present the simplest solution.

Steady (S)
Steady types tend to avoid direct conflict and might even have someone else call for assistance. They may apologize excessively, even when they're upset.
What to do: Listen closely, acknowledge their feelings, and ask for specifics. Use words like “appreciate” and “understand” to connect with them.

Compliant (C)
Under pressure, Compliants become highly specific and picky, sometimes overloading you with details that may not be relevant or up to date.
What to do: Be patient and acknowledge the effort they’ve put into analyzing the issue. Offer thoughtful options to resolve the problem.

It’s important to remember that sometimes, it’s not that customers are difficult—it’s just that their communication styles differ from ours. By recognizing and adapting to these DISC styles, you can reduce friction and resolve issues with greater ease.

Want to learn more about how DISC can help your organization?
I’d love to discuss how DISC can transform your customer interactions and improve team dynamics. Let’s hop on a call and explore how DISC training could work for you.

oxo,
Jody