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

2. 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

3. The Bridge to Our Customers
Customer service
The Bridge to Our Customers

4. 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

5. 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.

6. 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

7. 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.

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

9. 1.Internal customer
Types of Customer
2.External customer

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

11. Good, Bad, and Excellent Service

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

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

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

15. Customer Delight

16. 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

17. 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

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

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

20. 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

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

22. Different Customers and Handling them.

23. 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

24. 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

25. 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

26. 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.

27. Questions

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