1. Tsegaye Shewangzaw
BSc in Public Health
MBA in Global Management
MA in Diplomacy and International Relations
2. Who are
Customers?
• Customer: someone who receives goods or
services
• Customer service: focusing on the wants,
needs and expectations of our customers
and striving to meet them.
• They are not an interruption to your job,
they are the reason you have a job.
3. "There is only one boss. The customer. And
he can fire everybody in the company, from
the chairman on down, simply by spending
his money somewhere else.
- Sam Walton, founder of Wal-Mart
I.e. The Customer is the Real Boss
4. What describes GOOD service and BAD service?
Good customer service is
taking that extra step to help
without being asked! It’s all
about attitude and skills.
Golden Rule – Customer is king.
You only have one chance to
make a first impression!
5. The services marketing triangle
Company
Internal Marketing
Enabling Promises
External Marketing
Making Promises
Service Providers Customers
Interactive Marketing
Keeping Promises
6. What are customer’s
service expectations?
Speed? Knowledge? Ac
curacy? Courtesy?
Are there metrics that go
along with these?
Waiting time?
average response time?
total handle time?
7. Principles of Customer Service
Responsive Reliable Respectful Compassion
Caring Relationships Recognition
8. Dealing with Difficult Behavior
• Label the behavior, not the
customer
• Listen
• Don’t get defensive
• Don’t take it personally
• Find out what the
customer wants
• Discuss alternatives
• Take responsibility for what
you CAN do
• Agree on action
9. Customers with Special Needs
• People for whom Amharic is not their first language
• People with disabilities
• People from other areas who may not be familiar
with the way things are done here
• People with limited mobility
• Unaccompanied children
10. Ideas and Tools
for Change
• Great Service starts with your attitude,
pride and ownership
• Start with idea of “yes” for the answer.
• If “no”, provide alternatives.
• 3E’s: Energy; Execution; Enthusiasm
• 4P’s: Promptness; Politeness;
Professionalism; Personalization (use
their name, etc.)
• Make it obvious that you care about the
customer
11. Job Crafting
Is this my “calling”, just a job, a
stepping stone, or something else?
Happiness is often liking what one has
do rather than doing what one likes.
13. “The nature of what we do
is goofy sometimes.“
Stephen Weeg – FQHC Executive Director
“I've learned that people will forget
what you said, people will forget what
you did, but people will never forget
how you made them feel.”
Maya Angelou
15. Customer Service as a Culture
• Build your culture
around customer
service
– Kindness, empathy
and compassion for
your customer
• How do you WOW your
customer?
