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CUSTOMER SERVICE
ACROSS CULTURES
Kalkidan Girma
August 2014
2
Objectives
The Basics - Customer Service
Effective Communication
Relationship Building
Body Language
Levels of Customer ...
3
Gauge The Stance
 How do you define customer
service?
 Who is your customer?
 As a customer, what was the most
unforg...
4
The Basics
First Impression Matters - Appearance, clothing, cleanliness
Courtesy Counts - please, thank you, excuse me, ...
5
Know Your Customers
 Who’s your typical customer?
How often does she/he come?
What service does he/she
request?
How ...
6
Effective Communication
Say what you mean and mean what you say -
use right, welcoming and professional words
Non-verbal...
7
Relationship Building
Establishing Rapport - Be friendly, considerate, interested,
trustful and find common ground
Inter...
8
Body Language
Greet your customers IMMEDIATELY.
Treat your customers in the same manner you’d like to be treated
Are you...
9
Non Verbal Communication
10
Levels of Customer Service
Level 1
Level 2
Level 3
GEM; Adding Value; Doing the
customer’s work; Doing more
than requir...
11
Rules of Customer Service
12
TEAM
Effective Team Ineffective Team
Clear unity of purpose Unwilling to share
Defined Roles Don’t pull their weight
Ba...
13
Calming the Storm
When a customer complains, look at it as
an opportunity to improve.
Determine the reason why the cu...
14
How to Deal With Difficult Situations
Six methods to help you deal with angry or
frustrated customers
Always let the c...
15
HANDLING DIFFERENT TYPES OF CUSTOMERSHANDLING DIFFERENT TYPES OF CUSTOMERS
 The pushy, obnoxious customer- Remain Calm...
16
Cultural Differences
17
The Essence of Customer Service is
having HEART!
Honesty: Tell the truth. Do the right thing. Be trustworthy
Empathy: P...
18
Contact
 Contact Information
 Kalkidan Girma, MBA, Performance and Change
Management Consultant
 kalkigirma@gmail.co...
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CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA

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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.

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CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIA

  1. 1. CUSTOMER SERVICE ACROSS CULTURES Kalkidan Girma August 2014
  2. 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. 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. 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. 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. 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. 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. 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. 9 Non Verbal Communication
  10. 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. 11 Rules of Customer Service
  12. 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. 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. 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. 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. 16 Cultural Differences
  17. 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. 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

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.

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