Commercial Bank of Ethiopia Customer service Commercial Bank of Ethiopia South Addis Ababa district Presented by:----------

objectives Understand the concept & importance of Customer. Define Customer Service Identify Internal & External customers Understand & create Customer Delight Practice complaint handling skills Deliver customer service

The Bridge to Our Customers Customer service The Bridge to Our Customers

Who are customers ? Cont’d The most important persons in any business Is not dependent on us. We are dependent on them Is not an interruption of our work, but the purpose of it Is part of our business – not an outsider. Does us a favor when they come in. We aren’t doing them a favor by serving them. Cont’d

Cont’d A customer is not just money in the cash register. They are human beings with feeling & deserves to be treated with respect. Is a person who comes to us with their needs & wants. It is our job to refill the; Deserves the most courteous attention we can give them .they are the lifeblood of every business.

Facts about customer Cont’d The customer is the business’ biggest asset ; The customers pays all our salaries, wages & Bonuses; The customers will go where he/she receives the best attention; There is no profit, no growth ,no jobs, without customer Hence, You must be your customers’ best choice! Cont’d

Cont’d A Typical customer dissatisfied customer will tell 8-10 people about their problem. 7 out of 10 complaining customers will do business with you again ,if you resolve the compliant in their favor. If favor resolve a compliant on the spot 95% will do business again.

What qualities are important to our customers? Accuracy Friendliness Timeliness Efficiency Courtesy Honesty

1.Internal customer Types of Customer 2.External customer

Good ,Bad and Excellent Service Discusstion Why customers Leave ? Good ,Bad and Excellent Service

Good, Bad, and Excellent Service

Good Customer Service Good service is when the customer gets treatment that meets his/her expectations.

BAD Customer Service Bad Service is when customer gets treatment which is less than his/her expectations

Excellent Customer Service When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service

Customer Delight

Customer Delight Exceeding customers’ expectation is delighting customers The customer reacts with a “wow” in return for the product/service Every interaction with the customer has an opportunity to create delight The challenge is to consistently maintain the delight factor

Smile Name Recognition Eye Contact Open Posture Territory Forward Lean Eight ways to enhance your service delivery skill Smile Name Recognition Eye Contact Open Posture Territory Forward Lean Nod Appearance

Share an experience of Bad Customer Service YOU as a customer… Share an experience of Bad Customer Service

Share an experience of Good Customer Service YOU as a customer… Share an experience of Good Customer Service

complaint handling Appreciate/Thank the customer for sharing the complaint Apologize for the error / mistake / inconvenience Listen actively and nod from time to time showing interest Show Empathy – Put yourself in the customer’s place Cont’d

Cont’d Take Action to address the problem Let the customer Vent Gently confront abuse End the encounter on the Human Interaction side

Different Customers and Handling them.

Angry Customer A slight mistake has made this customer Mad. How to Handle ? Be firm yet polite Be professional Avoid Being too docile but not rude

Demanding customers The customers who wants more than you can offcer. They do not easily satisfied. How to Handle ? Let the customer finish talking. Don’t interrupt. Use the pressure cooker method Be firm and polite else they may not be happy

PASSIVE Customer The customer,who listens to you , is quite meek and extra polite. Will sound apologise when complian How to Handle ? Listen carefully what they have to say Sound professional and don’t rush them aside Gain their confidence

Top Five Hot Buttons for Customers 5. I can’t 4. I don’t Know 3. I will be honest with you 2. You’ll have to And 1. I’ll try.

Questions

“Delivering EXTRA Special Customer Service” “Washrooms will always tell if your company cares about its customers.” -Unknown “Delivering EXTRA Special Customer Service” The End