Excellence in Customer

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
Service
By: Dawit Tesfaye(MSC MM)
2020, Addis Ababa

1
 Reminders

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
Punctuality
Phone on Silent Mode!

Ask if in Doubt!

2
Notify Facilitator if leaving! Have FUN, please!
Objectives
The main objectives of this training is:
• to understand the importance of developing customer
service excellence.
• To equip customer service professionals with the techniques

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
and methods of providing excellent services.
• To enable trainees how to manage and/or handle various
customer interaction and relationships.
• To understand how to recover a broken service
• To be able identify the various elements that are affecting a
positive customer service and more

3
Topics
• Service (introduction)
• Characteristics of service
• Service culture
• Elements of service culture

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
• Developing strong customer relationship
• Causes of poor customer service
• Delivering good customer service
• Exceeding client’s expectation
• Key for goal success

4
Service
• Service: Definition

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
• Dictionary: an act of helpful activity, performance of duties
• A type of economic activity that is intangible, is not stored and
does not result in ownership.
• A service is consumed at the point of sale.
• A service is an act or performance offered by one party to
another (Service Marketing and Management, Lovelock-1999)
• Customer service: refers to the provision of services to consumers, 5
customers and guests.
Consumer, Customer vs guest
• Consumers: a person who purchases goods and services for
personal use.
• Customers: a person who buys goods or services from a
shop or business and it could be internal or external
• Guests: a person who spends some time at another

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
person's home in some social activity, as a visit, to dine, or
for party.

6
Principles of Customer service

First
Impression

Teamwork Communication

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
Customer
PCS
Mission
Service
Statement
Policy

Product
Customer
Need
And 7
Service
 Characteristics of service

Dawit Tesfaye (MSC MM), 2020,

8

Addis Ababa
Why does many businesses have multiple
dissatisfied clients?

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
9
 Word of mouth
 Past experience
 Personal needs

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
10
 Causes of service failure

Dawit Tesfaye (MSC MM), 2020,

11

Addis Ababa
Do You Know Why They Leave?
 1% die.
 3% move away.

 5% develop other relationships.

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
 9% leave for competitive reasons.

 14% are dissatisfied with

product or service.
 68% leave because of rude or
discourteous service. 12
Service Culture
• Is a set of expectations, norms, and principles that guide
customer service at a company.
• Culture refers to the realities of behavior at a company as
opposed to a written rule.

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
13
 culture
Elements of service

Dawit Tesfaye (MSC MM), 2020,

14

Addis Ababa
Elements of service culture
• Communication
• Building an Information directory
• Interdepartmental communication
• Goal clarity: be aware of the goals that you are supposed to

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
play
• Rehearsal and preparedness: a continuous training is
critical.
• Customer friendly policies and approach

15
 Communication

Dawit Tesfaye (MSC MM), 2020,

16

Addis Ababa
Communication… cont
• proper greeting (body language and eye
contact)
• attitude
• Words and tone of voice (physical or

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
telephone)
• follow-up
• Build Client database
• What is the importance of a client database?
17
Communication…cont
Log book
• Is a daily journal
• important events, and
• decisions that occurred during previous work day/shift.
• unusual events,

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
• client complaints or
• requests, and other relevant information.
• The logbook should detail what happened, why and when.

• Client respond well when company’s employees convey a sense

of confidence and honesty.
18
Communication…cont
• What happens when there is a communication gap?

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
19
Exercise:
• How do you get confidence while communicating with Clients?

• Team activity

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
1. Information
2. Training
3. Knowledge
4. Skill
5. Positive attitude

20
 Personalized service
• Customizing client requirements starting from the
time of their encounter
• How?
• By creating relationship(communication) with the

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
client
• What to customize
• List down customization attribute
• Delivery
• Color
• Size
• Payment methods, terms etc
21
How can we develop strong customer
relationship? (1of 2)
Communication

Flexibility

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
Follow-up

Energy

Sensitivity

22
Synergy
 Product
Knowledge

Judgment

Passion

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
Planning

Flexibility

Persuasion

23

Handling moment of truth

 The key for CRM is professionalism

Dawit Tesfaye (MSC MM), 2020,

24

Addis Ababa
 Professionalism and its role

Dawit Tesfaye (MSC MM), 2020,

25

Addis Ababa
 “ The goal as a company is to have
customer service that is not just the
best but LEGENDARY.”
Sam Walton, Founder of Wal-Mart

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
It is not the employer who
pays the wages. Employers
only handle the money...
It is the customer who pays the wages.”
26
Henry Ford, Founder of Ford Motors
Drill:
• List five excuses you hear service personnel's give for offering
indifferent or poor customer service. (get your group case and
discuss)

• Possible scenario

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
 I don't have enough time.
 I don't get paid to be nice. I am measured by my productivity
and accuracy.
 How can we do a good job if the computer is always down?
 Every customer is totally crazy today.
 I can't deal with people who do not show me respect.
 How can we do a good job if the other departments do not
provide the back-up we need?
 I am having a bad day. 27
 People are basically stupid.
Delivering Good Customer Service

There are 10 magical rules that help create good

customer service
1. Warm welcome
2. First impressions
Greet me!
3. Be knowledgeable

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
4. Appearances count Welcome me!
5. Excuse me? Value me!
6. Be a good listener Treat me!
7. Positive thinking Assist me!
8. Team player Listen to me!
9. Be rational
Invite me back!
10.Fun, Fun, Fun 28
How can you exceed your client’s expectation

• Know your product

• Know your environment
• Get equipped with necessary information, material etc
• Focusing on serving the guest

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
• Consistency in service
• Efficiency in service
• Be friendly
• Focus on details
• Anticipate your client’s needs
• Avail yourself to client’s request
• Act professionally!!!! 29
 Dawit Tesfaye (MSC MM), 2020,
30

Addis Ababa
 Service recovery

Dawit Tesfaye (MSC MM), 2020,

31

Addis Ababa
Handling complaints
• The company needs a complain handling policy, however
we can use the following rule of thumb.
• Seven steps to resolve complaints
1. Listen generously

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
2. Emphasize
3. Ask apology
4. Promise what to do and inform clients that you
will get back with response
5. Take the case to the right department/person
6. Follow up
7. Ask client’s feedback 32
 Human truth!
• A need to be understood (listen generously)
• Want to belong (feel at home)
• We want respect (our own boss)
• Want to feel special (create brand loyalty)

Addis Ababa
Dawit Tesfaye (MSC MM), 2020,
• Want to control over our life (avoid instructions)
• Have a dream of reaching our potential (accomplishment)
• Want to experience each moment in our relationships
(positive experience)

• So let’s offer what we expect from

33
others!
 Focal points:

Dawit Tesfaye (MSC MM), 2020,

34

Addis Ababa
 Dawit Tesfaye (MSC MM), 2020,
35

Addis Ababa