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.

1. CUSTOMER SERVICE
ACROSS CULTURES
Kalkidan Girma
August 2014

2. 2
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

3. 3
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?

4. 4
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

5. 5
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?

6. 6
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

7. 7
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

8. 8
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 convey
Smile Interest
Yawn/Slump Boredom
Lower your eyes Dishonest
Fold your arms Imaginary Wall

9. 9
Non Verbal Communication

10. 10
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?

11. 11
Rules of Customer Service

12. 12
TEAM
Effective Team Ineffective Team
Clear unity of purpose Unwilling to share
Defined Roles Don’t pull their weight
Balanced Participation Not trustworthy
Clear Communication Blames & Excuses
Effective Decision Making Negative
Managed Conflict Lack of sensitivity
Team
w
ork
M
akes
The
Dream
W
ork!!!

13. 13
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.

14. 14
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

15. 15
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

16. 16
Cultural Differences

17. 17
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.

18. 18
Contact
 Contact Information
 Kalkidan Girma, MBA, Performance and Change
Management Consultant
 kalkigirma@gmail.com
 LinkedIn: https://www.linkedin.com/pub/kalkidan-
girma/62/28b/ab0