LEARNING AND DEVELOPMENT
Commercial bank of Ethiopia
Customer Service Basics
Training
PRESENTED BY: YOSEPH
TIDARU
Ground Rule
Switch off you pc speaker
Write your name under zoom meeting ID
box
Chat your question and suggestion .
Training Content
Objectives of the Training:
who are customers;
Facts about Customers ;
Definition of Customer Service ;
The relationship between CBE Business objective and
customer service
Twelve Principles of Customer Service ;
Personal Qualities Of GUEST MODEL
Level of Customer Satisfaction
Training objectives
Upon the completion of this training the participant
should ;
Create awareness about customers and
the way of fulfilling their need.
Understand the relationship between CBE
business objective and customer service.
Internalize principles of Customer Service in
order to Enhance delighted customer.
who are customers?
A person who buy our product/ Service
The most important stakeholder in our
business.
The lifeblood of our existence.
There is no profit, no growth ,no jobs,
without customer
The customers are persons who pay our
salaries, wages & Bonuses;
CUSTOMER SERVICE…..
Facts about Customers
A Typical dissatisfied customer will tell
8 to10 peoples about their problem.
7 out of 10 complaining customers will
do business with you again , if you
resolve the compliant in their favor.
The customers will go where he/she
receives the best attention;
Definition of Customer Service
Customer service is the process of
delivers our services or products in a
way that allows the customer to access
them in the most efficient, humanly
satisfying and pleasurable manner.”
Meet customer expectation & produce
customer satisfaction.
The relationship between CBE Business
objective and customer SERVICE
CBE Vision ‘‘ TO become world Class Commercial
Bank by the year 2025 ’’
CBE Strategic themes
1. Business Growth
2. Business excellence
3. Digitalization
Business growth
CBE Business objectives are
1. Resource mobilization LCY AND FCY
2. Prudent Lending
3. Enhance Customer base
4. Distribute Alternative Channel/E-payment/
5. Maximize Profit
The relationship between CBE
Business objective and customer
SERVICE
Business excellence means
It is a principle of continues improvement by focusing
process efficiency and effectiveness
Common attributes of operational excellence
Standard service, convenient accessibility and services
place, error free operation and competitive price
Therefore, Business objective and Customer Service are
direct Relationship.
In order to accomplish the above objective CBE should
treats it’s Customer with an excellent manner.
poor customer service can be the cause of below the
expectation of the target or objective of the Bank.
12 Principles of Customer Service
1. Smiling – there is nothing like a smile and pleasant
face to greet a customer. Simile and polite
conversation can attract customers attention.
2. Eye contact – always look into your customer’s
eyes. Directly Address Customers.
3. Tone of voice- Always convey friendliness and
kindness.
4. Hand gestures – use hand movements to
emphasize what you say.
5. Be A good listener - Effective listening and undivided
attention are particularly important. Listen to their words, tone
of voice, body language, and most importantly, how they feel;
12 Principles of Customer
Service
6. Identify & Anticipate Needs - Take the time to identify
customer needs by asking questions and concentrating on what
the customer is really saying. Most customer needs are
emotional rather than logical/rational. The more you know
your customers, the better you become at
anticipating/predicting their needs.
7. Help customers to understand your systems
Your organization may have the world's best systems
for getting things done, but if customers don't
understand them, they can get confused, impatient and
angry. Take time to explain how your systems work and
how they simplify transaction.
12 Principles of Customer
Service
8. Know how to Apologize - When something goes wrong,
apologize. It's easy and customers like it.
9. Get regular Feed back - Encourage and welcome
suggestions about how you could improve. Find out what
customers think and feel about your services.
Listen carefully to what they say; Check back regularly to
see how things are going;
10. Positive Attitude - Attitude is the way we perceive
things and situations in our life. Your attitude is going to be
mirrored back by the customer. A bad mood or a bad day
could be taken care of by right attitude.
12 Principles of Customer
Service
Positive attitude brings confidence and energy into
a person.
11. Making a good first Impression
Impression is a key to developing trust and
confidence in the customer.
First Impression is everlasting Image.
Ways of creating positive impressions
1. Thoughtfulness in meeting the customer’s need
2. Quick problem solving for customer
3. Offering immediate assistance
4. Using customer name in a conversation
12. Don't make promises unless you will keep
them:
Reliability is one of the keys to any good
relationship;
PERSONAL QUALITIES ON GUEST
MODEL
The word GUEST is an abbreviation
G- greet the customer at the beginning of
any dealing.
U-Understand Customers Need.
E- Explain features & benefits of services
and products .
S- Suggest additional options/ items .
T- Thank the customer courteously and
politely .
Level of customer satisfaction
Levels of customer satisfaction
Delight
Satisfied
Unsatisfied/Disappointed /
Customer satisfaction is the biggest factor
determining future growth of the economy & the
profitability of companies.
Cont ’
Delight: Exceeding customers’
expectation in service atmosphere.
The customer reacts with a “wow” in
return for the product/service.
Everyinteraction with the customer
has an opportunity to create delight.
The challenge is to consistently
maintain the delight factors
When
DELIGHT
the customer gets a little more than what he/she
expected
Satisfaction is when the customer gets
treatment that meets his/her
expectations.
SATISFACTION
Dissatisfaction /disappointment / is
when customer gets treatment which is
less than his/her expectations.
DISSATISFACTION
POINTS TO REMEMBER ON
CUSTOMER SERVICE
Greet the customer with a smile;
display appropriate body language;
Call the customer by her/his name if you know the name;
You should sound energetic and confident;
Compliment them for any special feature visible i.e. a
nice tie, decorated office, nice voice etc.;
Be a good listener;
know what you are talking about;
POINTS TO REMEMBER ON
CUSTOMER SERVICE
Be friendly;
Identify and anticipate needs;
prompt service – or reason for delay is explained;
Give more than expected;
Get regular feedback;
Thank the customer for their visit.
Friendly and helpful staff;
Staff with ability to listen;
Appropriate tone, pitch and pace of voice;