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 kalkigirma@gmail.com LinkedIn:

https://www.linkedin.com/pub/kalkidan-girma/62/28b/ab0