CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA
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CUSTOMER SERVICE ACROSS CULTURES Kalkidan Girma August 2014
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This presentation provides a description of customer relations and expectations across diverse cultures. It is prepared for anyone whose work involves customer relations in diverse working environments.
Transcript of CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA
CUSTOMER SERVICE ACROSS CULTURES
Kalkidan GirmaAugust 2014
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Objectives
The Basics - Customer Service
Effective Communication
Relationship Building
Body Language
Levels of Customer Service
TEAM
Calming the Storm
Cultural Differences
Being the Best You Can Be
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Gauge The Stance
How do you define customer service?
Who is your customer? As a customer, what was the most
unforgettable experience you have ever had? Good and Bad.
What was your best/worst experience with a customer? What did you learn from it?
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The Basics
First Impression Matters - Appearance, clothing, cleanliness
Courtesy Counts - please, thank you, excuse me, I’m sorry, sir, madam
Attitude is Everything.
Doing the right thing - Ethical Issues
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Know Your Customers
Who’s your typical customer?
How often does she/he come?
What service does he/she request?
How are you going to fulfill his/her needs?
How do you anticipate her/his needs?
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Effective Communication
Say what you mean and mean what you say - use right, welcoming and professional words
Non-verbal communication - Smile, eye contact, relaxed demeanor (Action speaks louder than words)
Speak Up – shows you are confident and knowledgeable
Grammar Usage - speak clearly, use everyday language, avoid jargons and slang
Try to understand your customer’s question before answering it.
Try to give more than one word answer
Listen Actively and listen for what is not said
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Relationship Building
Establishing Rapport - Be friendly, considerate, interested, trustful and find common ground
Interact Positively with Customers - Be helpful, committed, credible and problem solver
Identify your customers’ needs
Make the customer feel valued
Maintain ongoing relations
Know how to handle different types of
customers
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Body Language
Greet your customers IMMEDIATELY.
Treat your customers in the same manner you’d like to be treated
Are your customers always right?
You can say the right WORDS but still convey the wrong MESSAGE.
When you You conveySmile Interest
Yawn/Slump Boredom
Lower your eyes Dishonest
Fold your arms Imaginary Wall
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Non Verbal Communication
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Levels of Customer Service
Level 1
Level 2
Level 3
GEM; Adding Value; Doing the customer’s work; Doing more than required
Flexibility; Meeting needs; Making things easy for the customer
Never having to say that you are “sorry”; getting it right the FIRST time.
What happens when you give level 3 customer service all the time?
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Rules of Customer Service
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TEAM
Effective Team Ineffective Team
Clear unity of purpose Unwilling to shareDefined Roles Don’t pull their weight
Balanced Participation Not trustworthy
Clear Communication Blames & ExcusesEffective Decision Making Negative
Managed Conflict Lack of sensitivity
Teamwork Makes
The Dream Work!!!
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Calming the Storm
When a customer complains, look at it as an opportunity to improve.
Determine the reason why the customer is upset
What can you do to rectify the situation?
What can you say to restore the relationship?
Do what needs to be done, fix what needs to be fixed.
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How to Deal With Difficult Situations
Six methods to help you deal with angry or frustrated customers
Always let the customer ‘vent’
Don’t let your own negative perceptual
filters get in the way
Show empathy
Actively solve problems
Come to a mutual agreement on a solution
Make sure you follow up
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HANDLING DIFFERENT TYPES OF CUSTOMERSHANDLING DIFFERENT TYPES OF CUSTOMERS
The pushy, obnoxious customer- Remain Calm The overly friendly, flirty customer - Be professional
The timid, indecisive customer - Be patient
The culturally different customer - Be tolerant
People with disabilities - Be respectful
Your Customers
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Cultural Differences
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The Essence of Customer Service is having HEART!
Honesty: Tell the truth. Do the right thing. Be trustworthy
Empathy: Put yourself in the other person’s shoes. Listen. Care.
Appreciation: Look for the good in people. Express gratitude
Respect: Show care, concern, and consideration.
Tolerance: Rather than judging others, accept their differences.
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Contact
Contact Information Kalkidan Girma, MBA, Performance and
Change Management Consultant [email protected] LinkedIn:
https://www.linkedin.com/pub/kalkidan-girma/62/28b/ab0
