The traction that met Michu and Telebirr early on highlights the massive demand for uncollateralized digital credit in Ethiopia. New entrants such as Kacha Digital Financial services have also announced they’re eying the micro-credit market. The impending entrance of Safaricom’s M-PESA is undoubtedly going to have an impact, but the telecom operator must wait until the National Bank of Ethiopia (NBE) sets rules before it can enter the fray.
Among the most significant recent developments in the digital lending sphere is credit cards. Awash Bank has announced it will start issuing credit cards to its clients in both secured and unsecured loan forms. Clients will be able to access as much as a few hundred thousand Birr in credit from the bank, with limits depending on the loan type.
It is a significant milestone for the Ethiopian financial sector, and the development is likely to be followed up by even more big changes.
Central bank regulators are working on a digital lending framework that will likely see micro-credit providers gain a step up in the financial sector. As it stands, mobile money providers are the only non-traditional financial institutions allowed to engage in micro-credit service but are still required to partner with banks or MFIs to access loanable funds.
The central bank, however, has recently expressed intentions to allow fintechs to loan out funds sourced from entities other than banks or MFIs. Common practice in other countries indicates that these other sources are usually private equity firms, individuals or development institutions. This model is practiced in various countries across the globe.
For instance, In Kenya, Digital Credit Providers (DCPs) were not regulated by the central bank until recently and sourced funds from various sources without having to disclose them to the central bank.
Nonetheless, close to 300 DCPs have applied for licenses from the Kenyan central bank this year after regulators put out a call following a decision that compels lenders to disclose their source of funding. Ten of them have already been licensed. Development Financial Institutions, commercial banks, private equity firms and high-net-worth individuals are some of the popular sources of funding that Kenya-based DCPs use for lending.
The implementation of various models of lending come with their own advantages and disadvantages. Here are the possible opportunities and threat that the Ethiopian market will experience as a result of the upcoming changes:
Opportunities
Encourages the development of new lending models such as peer-to-peer (P2P lending). Countries with advanced digital lending models have progressed to be able to offer a slew of innovative lending products. Diversifying the source of funds would allow creditors to experiment with innovative use cases based on their own risk appetite as they’ll be able to retain the risk on their own.
Provides a more attractive business case for fintechs. With the current arrangement.
The document provides an overview of basic customer service skills training. It discusses the importance of developing a customer-oriented service culture and putting customers first. It outlines four types of service organizations - the factory, freezer, excellent customer service, and friendly zoo - and emphasizes developing a culture like the friendly zoo where people and customer service are prioritized. The document also discusses developing customer maps to better understand customer characteristics and anticipate their needs to provide memorable customer experiences. The goal is to help participants understand the difference between bureaucratic and customer-oriented service and identify who their own customers are.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
LDQ- Training material- Handout- Customer service- Delight customers.pptnguyenanvuong2007
The document discusses key aspects of providing excellent customer service. It covers characteristics of services, the importance of focusing on customers, developing positive attitudes and communication skills, and understanding customer expectations. The goal is to exceed customer expectations at every interaction to build loyalty and satisfaction. Customer service requires seeing things from the customer's perspective and prioritizing their needs.
This document provides an overview and definitions of key concepts for employees of the service organization Turning Point including:
- The goals and philosophy of supporting individuals' independence, community inclusion, and self-determination.
- The importance of building social relationships and distinguishing between professional and personal relationships.
- Definitions of advocacy and the role of employees in supporting individuals' choices and exercising their rights.
- Core competencies and skills needed such as effective communication, positive attitudes, and respect for diversity.
Wyoming Hospital Association, Part 1, Invisible ArchitectureJoe Tye
Slides used by Values Coach CEO and Head Coach Joe Tye in presentation for the 2017 annual conference of the Wyoming Hospital Association, part 1 of 3 parts.
This document outlines the culture at CPS Pain, emphasizing that they value employees who are engaged, respectful, protective, and positive. It discusses focusing on patient experience over satisfaction and describes their mission to help people increase their quality of life. The culture promotes sharing knowledge, trusting employees' judgment, making data-driven decisions, and recruiting people who fit their values of communication, adaptability, responsibility, and effectiveness.
This document outlines the culture of a pain management clinic. It emphasizes that the clinic's culture prioritizes (1) engaging respectfully with patients and being protective of private information, (2) making decisions based on improving the patient experience rather than policies, and (3) hiring and rewarding employees who demonstrate communication, adaptability, responsibility, and effectiveness. The culture is meant to distinguish the clinic from "pill mills" and help people with pain management.
20090122 Positive Attitude and Inter Personal Relations - 42s Ati Epiviswanadham vangapally
This presentation was used in a seminar, attended by the staff of Electronic Process Instrumentation of Advanced Training Institute, situated at Ramanthpur, Hyderabad
The document provides an overview of basic customer service skills training. It discusses the importance of developing a customer-oriented service culture and putting customers first. It outlines four types of service organizations - the factory, freezer, excellent customer service, and friendly zoo - and emphasizes developing a culture like the friendly zoo where people and customer service are prioritized. The document also discusses developing customer maps to better understand customer characteristics and anticipate their needs to provide memorable customer experiences. The goal is to help participants understand the difference between bureaucratic and customer-oriented service and identify who their own customers are.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
LDQ- Training material- Handout- Customer service- Delight customers.pptnguyenanvuong2007
The document discusses key aspects of providing excellent customer service. It covers characteristics of services, the importance of focusing on customers, developing positive attitudes and communication skills, and understanding customer expectations. The goal is to exceed customer expectations at every interaction to build loyalty and satisfaction. Customer service requires seeing things from the customer's perspective and prioritizing their needs.
This document provides an overview and definitions of key concepts for employees of the service organization Turning Point including:
- The goals and philosophy of supporting individuals' independence, community inclusion, and self-determination.
- The importance of building social relationships and distinguishing between professional and personal relationships.
- Definitions of advocacy and the role of employees in supporting individuals' choices and exercising their rights.
- Core competencies and skills needed such as effective communication, positive attitudes, and respect for diversity.
Wyoming Hospital Association, Part 1, Invisible ArchitectureJoe Tye
Slides used by Values Coach CEO and Head Coach Joe Tye in presentation for the 2017 annual conference of the Wyoming Hospital Association, part 1 of 3 parts.
This document outlines the culture at CPS Pain, emphasizing that they value employees who are engaged, respectful, protective, and positive. It discusses focusing on patient experience over satisfaction and describes their mission to help people increase their quality of life. The culture promotes sharing knowledge, trusting employees' judgment, making data-driven decisions, and recruiting people who fit their values of communication, adaptability, responsibility, and effectiveness.
This document outlines the culture of a pain management clinic. It emphasizes that the clinic's culture prioritizes (1) engaging respectfully with patients and being protective of private information, (2) making decisions based on improving the patient experience rather than policies, and (3) hiring and rewarding employees who demonstrate communication, adaptability, responsibility, and effectiveness. The culture is meant to distinguish the clinic from "pill mills" and help people with pain management.
20090122 Positive Attitude and Inter Personal Relations - 42s Ati Epiviswanadham vangapally
This presentation was used in a seminar, attended by the staff of Electronic Process Instrumentation of Advanced Training Institute, situated at Ramanthpur, Hyderabad
The document provides the results of a career assessment for an individual named Thelma Jeannette Davi. The assessment measured their values, interests, personality traits, and workplace preferences.
The key results were:
- Primary values of Achievement and Support
- Primary interests of Artistic, Social and Enterprising
- Moderate-to-high Openness, high Conscientiousness, moderate-to-high Extraversion, high Agreeableness, and moderate-to-low Emotional Stability
- Preferred workplace values of Excellence and Guiding Principles
The document then provides tips on how the individual can apply these results in their career/job search, such as evaluating career/
Running Head: ETHICS
1
ETHICS
2
Ethics
Write a paper listing your own personal ethical ten commandments.
1. Thou shall not devote my life to chasing money and high social status but rather in pursuit of purpose through service to mankind: Purpose is more important than money or any material possessions (Zsolnai, 2011). This is important because fulfilment in life is my topmost priority and it can only be achieved by living purposefully and not from external possessions.
2. Thou shall treat me and every individual with love and care: The virtues of love and care are on top of my virtue list and this is because they are the greatest enablers for me to provide service to humanity.
3. Thou shall not conform to negative social trends: This means that morality is still a great value to me in a world where a lot of moral values have been lost. It is important to me because I feel the need to be a positive role model for other young individuals.
4. I will ensure that work is done with utmost integrity: This means having good moral judgment and it is important to me since it is one way of showing value for relationships and care for others.
5. Thou shall be accommodative of personal differences in day to day interactions: People are different in aspects like personality and it is wrong to dismiss others on the basis of personal differences. This is important to me because I like it when people are themselves and it is only through accommodation that we can relate to and still maintain individuality.
6. I will hold truthfulness and honesty close to my heart and practice it in my day to day interactions: Deception is prohibited for me because it is the basis of healthy interactions.
7. Every individual should be treated as though they are valuable: This means seeing the good in people. This is important because without seeing the good in people there is no way they can add any value.
8. Thou shall be considerate of the consequences of any action to self and others: This means that I will consider the costs and benefits of my actions before doing. This is important to me in ensuring that I promote good not only for myself but also for others.
9. I will ensure that I do not betray the trust that others have in me: I will remain trustworthy and this is important because it is impossible to form any healthy relationships without trust.
10. To always hold others and their properties with utmost respect: This means that I will duly regard others as well as their property (Gill, 2009), and this is important to me because I attract the same kind of respect which I like.
References
Gill, D. (2009). Doing Right: Practicing Ethical Principles. Westmont: InterVarsity Press.
Zsolnai, L. (2011). Ethical principles and economic transformation-- a Buddhist approach. Dordrecht New York: Springer.
Title
ABC/123 Version X
1
Informational Interview
Student Guidelines
OPS/350 Version 1
1
University of .
The document provides an overview of key concepts in professional ethics for engineering including:
1. It defines concepts like morals, values, ethics, integrity and discusses the importance of virtues like honesty, courage and commitment.
2. It explains the importance of human values like respect for others, caring, sharing, living peacefully and discusses sub-values like love, truth and non-violence.
3. It discusses work ethics, codes of conduct, and the importance of integrity, empathy and character for professionals.
This document provides guidance on best practices for customer service. It discusses the importance of quality customer service and teaches key skills like effective communication, dealing with unhappy customers, and understanding both internal and external customers. Interactive exercises and practical scenarios are used to guide the reader in truly understanding customer service and how to implement it. The top ten most valued customer service skills are also outlined, including treating customers with respect, placing the customer first, listening effectively, and communicating clearly.
Abdalis Toro is a WIA Workforce Consultant with the Central Midlands Council of Governments. The Council's WIA funded activities provide equal opportunity to the public. Auxiliary aids and services are available upon request for individuals with disabilities. Speech or hearing-impaired individuals may use the TTY Relay Service by dialing 711.
A simple presentation on internal motivation using the DiSC Model of Behavior. All motivation is Self-Motivation. So, the best you can do is create an environment in which people can be self-motivated.
How to make good personality:
Don’t be loud, know when to speak up.
Don’t be afraid to talk to others, having a sense of humor is a plus.
Remember, personality doesn’t mean that you should have look.
Be kind and considerate.
This document outlines 10 steps to creating a learning organization. Step 2 focuses on promoting a positive attitude within the organization by changing mindsets, focusing on opportunities rather than problems, and leading by positive example like the small gesture of cupping a customer's hand at McDonald's. Reframing challenges in a positive light, appreciating all contributions, and establishing consistency in respectful communication are emphasized as ways to establish a culture of positive thinking.
Volunteer Coord March 2015 PublishableGreg Shelley
This document discusses strategies for effectively engaging and managing volunteers. It notes that actions speak louder than words and that both over-supervising and under-supervising volunteers can lead to turnover. Recognition and respect are important for volunteers. The document then provides details about a long-term care ombudsman program and its volunteers. It outlines challenges like communication between staff and volunteers and ensuring volunteers feel connected. Finally, it recommends best practices like recruitment, training, setting clear expectations, seeking feedback, and accounting for volunteer contributions.
This document will help the readers to use these Checklists to improve the productivity of their work
I have personally used these for my own development and now making those free and public
All these checklists are from my 4 books, The Agilis's Guidebook, The Scrum Master Guidebook, Personal Leadership & Self-Coaching Guidebook, and A Guidebook of Coaching High-Performance team.
Grab the first 150 pages of all these books from here
1. https://www.slideshare.net/patarychandan/the-agilists-guidebook-first-150-pages
2. https://www.slideshare.net/patarychandan/the-scrum-master-guidebook-150-pages
3. https://www.slideshare.net/patarychandan/we-can-lead-a-guidebook-of-personal-leadership-and-selfcoaching
4. https://www.slideshare.net/patarychandan/a-guidebook-of-coaching-high-performance-team-200-pages
PLEASE DOWNLOAD FROM HERE:https://drive.google.com/file/d/16mUFgDJkCTQcEXHfifai0hlAqPxfbCq9/view?usp=sharing
The document discusses key behaviors for good customer service and different customer styles. It provides tips for listening to customers, being fast and accurate, owning up to mistakes, and following up. It describes four basic customer styles - analytical, expressive, amiable, and direct - and how to best serve each type. The document also explains the DiSC model of behavioral styles, including the characteristics and priorities of people with D (dominance), I (influence), S (steadiness), and C (compliance) styles.
rapport building presentation including introduction, basics of rapport building, customer's needs, components, importance, advantages, barriers, 4 A's, conclusion.
This document summarizes national cultural values in several countries based on literature and the author's experience. Germany values systems and stability but needs more flexibility. China highly values the collective and social harmony. Brazil has a mix of individualism and collectivism, emphasizing relationships and respect. England respects tradition but also values independence. The Czech Republic is highly individualistic while Italy values family and displays both individualistic and collectivistic traits. National cultures influence values at work, and understanding these differences can help business practices across borders.
This document provides guidance on dealing with the media and using social media for school board members. It discusses the importance of public relations and having a planned communication strategy. It outlines the different internal and external publics and recommends using both mass communication and interpersonal contact. The document then focuses on media relations, providing tips on developing relationships with reporters, understanding the news business, being available and honest with the media. It also gives guidance on interviews, handling problems that may arise, and respecting student privacy. Finally, it discusses the prevalence of social media and some best practices for using social networking and interacting online in a responsible way.
One of the Philippines' top Filipino corporate trainers and youth/student leadership trainers, Mr. Myron Sta. Ana talks about servant leadership for the youth and the students of the Sto. Niño Catholic School in Taguig City, Metro Manila, Philippines.
DiSC Profile Introduction - Why Use DiSC Communication Profiling?Mary Jane Clark
Here's a presentation I created while leading teams at StepUp in Raleigh, NC. I felt it is important to take time to educate people by sharing this basic, simple introduction to the DiSC profile and uses in communication.
In my workplace, every client, staff, volunteer and board member takes Disc assessment - and furthermore, all our profiles are shared. We'd never ask a client to do anything we don't do. That'a an authentic value. We believe it has made us more successful in our field of human services, as people and as an organization. We tend to play nice with one another because we took the time to truly get to know and understand one another.
Jayne Warrilow provides a document outlining how to unleash business potential and become a trailblazer. It discusses acknowledging one's passions, listening deeply, disrupting habits, knowing one's purpose, and standing up for what matters. It then covers defining what one wants, focusing on high priorities, delivering incredible value, and continuously innovating and evolving one's business. Finally, it discusses starting a movement, collaborating with others, making a positive global impact, and leaving a legacy one can be proud of. The document encourages the reader to transform their life and business with Jayne's coaching support.
Soft skills is a sociological term relating to a person's "EQ" (Emotional Intelligence Quotient), the cluster of personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterize relationships with other people.[1] Soft skills complement hard skills (part of a person's IQ), which are the occupational requirements of a job and many other activities.
The document discusses the counselling process, why people become counselors, moral and ethical issues in counselling, steps in making ethical decisions, ethical principles of counselling, moral values of counselors, characteristics of effective counselors, and traits of school counselors. The counselling process involves a planned dialogue between counselor and client to help identify and overcome problems. Counselors want to help people by preventing and overcoming difficulties and reaching their potential. Moral and ethical issues concern respecting clients and developing as counselors.
ADVICE TO ALL EMPLOYEES
1. Build a home earlier. Be it rural home or urban home. Building a house at 50 is not an achievement. Don't get used to government houses. This comfort is so dangerous. Let all your family have good time in your house.
2. Go home. Don't stick at work all the year. You are not the pillar of your department. If you drop dead today, you will be replaced immediately and operations will continue. Make your family a priority.
3. Don't chase promotions. Master your skills and be excellent at what you do. If they want to promote you, that's fine if they don't, stay positive to your personal.
development.
4. Avoid office or work gossip. Avoid things that tarnish your name or reputation. Don't join the bandwagon that backbites your bosses and colleagues. Stay away from negative gatherings that have only people as their agenda.
5. Don't ever compete with your bosses. You will burn your fingers. Don't compete with your colleagues, you will fry your brain.
6. Ensure you have a side business. Your salary will not sustain your needs in the long run.
7. Save some money. Let it be deducted automatically from your payslip.
8. Borrow a loan to invest in a business or to change a situation not to buy luxury. Buy luxury from your profit.
9. Keep your life,marriage and family private. Let them stay away from your work. This is very important.
10. Be loyal to yourself and believe in your work. Hanging around your boss will alienate you from your colleagues and your boss may finally dump you when he leaves.
11. Retire early. The best way to plan for your exit was when you received the employment letter. The other best time is today. By 40 to 50 be out.
12. Join work welfare and be an active member always. It will help you a lot when any eventuality occurs.
13.Take leave days utilize them by developing yr future home or projects..usually what you do during yr leave days is a reflection of how you'll live after retirement..If it means you spend it all holding a remote control watching series on Zee world, expect nothing different after retirement.
14. Start a project whilst still serving or working. Let your project run whilst at work and if it doesn't do well, start another one till it's running viably. When your project is viably running then retire to manage your business. Most people or pensioners fail in life because they retire to start a project instead of retiring to run a project.
15. Pension money is not for starting a project or buy a stand or build a house but it's money for your upkeep or to maintain yourself in good health. Pension money is not for paying school fees or marrying a young wife but to look after yourself.
16. Always remember, when you retire never be a case study for living a miserable life after retirement but be a role model for colleagues to think of retiring too.
17. Don't retire just because you are finished or you are now a burden to the company and just wait for your day t
Entrepreneurship Short Note.pptx for Business Studentsetebarkhmichale
Success demands these 6 things..
(The Secret Formula)
1. Hard Work
Don't believe in luck, believe in hard work.
Stop trying to rush the process or searching for a shortcut.
There is none.
2. Patience
If you are losing the patience, you are losing the battle.
First nothing happens, then it happens slowly and suddenly all at once.
Most people give up at stage one.
3. Sacrifice
If you don't sacrifice for what you want, then what you want becomes the sacrifice.
Everything has its price. The question is: Are you ready to pay it for the life you desire?
4. Consistency
Consistency is what transforms average into excellence.
Without consistency, you will never achieve greater success.
5. Discipline
Motivation gets you going, but discipline keeps you growing.
There will be days when you don't “feel” like doing it.
You have to push through those days regardless of how you feel.
6. Self Confidence
Confidence is, I'll be fine if they don't like me.
GOD BLESS YOU🙏❤️
EYA Oliver Uchenna®️
Success demands these 6 things..
(The Secret Formula)
1. Hard Work
Don't believe in luck, believe in hard work.
Stop trying to rush the process or searching for a shortcut.
There is none.
2. Patience
If you are losing the patience, you are losing the battle.
First nothing happens, then it happens slowly and suddenly all at once.
Most people give up at stage one.
3. Sacrifice
If you don't sacrifice for what you want, then what you want becomes the sacrifice.
Everything has its price. The question is: Are you ready to pay it for the life you desire?
4. Consistency
Consistency is what transforms average into excellence.
Without consistency, you will never achieve greater success.
5. Discipline
Motivation gets you going, but discipline keeps you growing.
There will be days when you don't “feel” like doing it.
You have to push through those days regardless of how you feel.
6. Self Confidence
Confidence is, I'll be fine if they don't like me.
GOD BLESS YOU🙏❤️
EYA Oliver Uchenna®️
Success demands these 6 things..
(The Secret Formula)
1. Hard Work
Don't believe in luck, believe in hard work.
Stop trying to rush the process or searching for a shortcut.
There is none.
2. Patience
If you are losing the patience, you are losing the battle.
First nothing happens, then it happens slowly and suddenly all at once.
Most people give up at stage one.
3. Sacrifice
If you don't sacrifice for what you want, then what you want becomes the sacrifice.
Everything has its price. The question is: Are you ready to pay it for the life you desire?
4. Consistency
Consistency is what transforms average into excellence.
Without consistency, you will never achieve greater success.
5. Discipline
Motivation gets you going, but discipline keeps you growing.
There will be days when you don't “feel” like doing it.
You have to push through those days regardless of how you feel.
The document provides the results of a career assessment for an individual named Thelma Jeannette Davi. The assessment measured their values, interests, personality traits, and workplace preferences.
The key results were:
- Primary values of Achievement and Support
- Primary interests of Artistic, Social and Enterprising
- Moderate-to-high Openness, high Conscientiousness, moderate-to-high Extraversion, high Agreeableness, and moderate-to-low Emotional Stability
- Preferred workplace values of Excellence and Guiding Principles
The document then provides tips on how the individual can apply these results in their career/job search, such as evaluating career/
Running Head: ETHICS
1
ETHICS
2
Ethics
Write a paper listing your own personal ethical ten commandments.
1. Thou shall not devote my life to chasing money and high social status but rather in pursuit of purpose through service to mankind: Purpose is more important than money or any material possessions (Zsolnai, 2011). This is important because fulfilment in life is my topmost priority and it can only be achieved by living purposefully and not from external possessions.
2. Thou shall treat me and every individual with love and care: The virtues of love and care are on top of my virtue list and this is because they are the greatest enablers for me to provide service to humanity.
3. Thou shall not conform to negative social trends: This means that morality is still a great value to me in a world where a lot of moral values have been lost. It is important to me because I feel the need to be a positive role model for other young individuals.
4. I will ensure that work is done with utmost integrity: This means having good moral judgment and it is important to me since it is one way of showing value for relationships and care for others.
5. Thou shall be accommodative of personal differences in day to day interactions: People are different in aspects like personality and it is wrong to dismiss others on the basis of personal differences. This is important to me because I like it when people are themselves and it is only through accommodation that we can relate to and still maintain individuality.
6. I will hold truthfulness and honesty close to my heart and practice it in my day to day interactions: Deception is prohibited for me because it is the basis of healthy interactions.
7. Every individual should be treated as though they are valuable: This means seeing the good in people. This is important because without seeing the good in people there is no way they can add any value.
8. Thou shall be considerate of the consequences of any action to self and others: This means that I will consider the costs and benefits of my actions before doing. This is important to me in ensuring that I promote good not only for myself but also for others.
9. I will ensure that I do not betray the trust that others have in me: I will remain trustworthy and this is important because it is impossible to form any healthy relationships without trust.
10. To always hold others and their properties with utmost respect: This means that I will duly regard others as well as their property (Gill, 2009), and this is important to me because I attract the same kind of respect which I like.
References
Gill, D. (2009). Doing Right: Practicing Ethical Principles. Westmont: InterVarsity Press.
Zsolnai, L. (2011). Ethical principles and economic transformation-- a Buddhist approach. Dordrecht New York: Springer.
Title
ABC/123 Version X
1
Informational Interview
Student Guidelines
OPS/350 Version 1
1
University of .
The document provides an overview of key concepts in professional ethics for engineering including:
1. It defines concepts like morals, values, ethics, integrity and discusses the importance of virtues like honesty, courage and commitment.
2. It explains the importance of human values like respect for others, caring, sharing, living peacefully and discusses sub-values like love, truth and non-violence.
3. It discusses work ethics, codes of conduct, and the importance of integrity, empathy and character for professionals.
This document provides guidance on best practices for customer service. It discusses the importance of quality customer service and teaches key skills like effective communication, dealing with unhappy customers, and understanding both internal and external customers. Interactive exercises and practical scenarios are used to guide the reader in truly understanding customer service and how to implement it. The top ten most valued customer service skills are also outlined, including treating customers with respect, placing the customer first, listening effectively, and communicating clearly.
Abdalis Toro is a WIA Workforce Consultant with the Central Midlands Council of Governments. The Council's WIA funded activities provide equal opportunity to the public. Auxiliary aids and services are available upon request for individuals with disabilities. Speech or hearing-impaired individuals may use the TTY Relay Service by dialing 711.
A simple presentation on internal motivation using the DiSC Model of Behavior. All motivation is Self-Motivation. So, the best you can do is create an environment in which people can be self-motivated.
How to make good personality:
Don’t be loud, know when to speak up.
Don’t be afraid to talk to others, having a sense of humor is a plus.
Remember, personality doesn’t mean that you should have look.
Be kind and considerate.
This document outlines 10 steps to creating a learning organization. Step 2 focuses on promoting a positive attitude within the organization by changing mindsets, focusing on opportunities rather than problems, and leading by positive example like the small gesture of cupping a customer's hand at McDonald's. Reframing challenges in a positive light, appreciating all contributions, and establishing consistency in respectful communication are emphasized as ways to establish a culture of positive thinking.
Volunteer Coord March 2015 PublishableGreg Shelley
This document discusses strategies for effectively engaging and managing volunteers. It notes that actions speak louder than words and that both over-supervising and under-supervising volunteers can lead to turnover. Recognition and respect are important for volunteers. The document then provides details about a long-term care ombudsman program and its volunteers. It outlines challenges like communication between staff and volunteers and ensuring volunteers feel connected. Finally, it recommends best practices like recruitment, training, setting clear expectations, seeking feedback, and accounting for volunteer contributions.
This document will help the readers to use these Checklists to improve the productivity of their work
I have personally used these for my own development and now making those free and public
All these checklists are from my 4 books, The Agilis's Guidebook, The Scrum Master Guidebook, Personal Leadership & Self-Coaching Guidebook, and A Guidebook of Coaching High-Performance team.
Grab the first 150 pages of all these books from here
1. https://www.slideshare.net/patarychandan/the-agilists-guidebook-first-150-pages
2. https://www.slideshare.net/patarychandan/the-scrum-master-guidebook-150-pages
3. https://www.slideshare.net/patarychandan/we-can-lead-a-guidebook-of-personal-leadership-and-selfcoaching
4. https://www.slideshare.net/patarychandan/a-guidebook-of-coaching-high-performance-team-200-pages
PLEASE DOWNLOAD FROM HERE:https://drive.google.com/file/d/16mUFgDJkCTQcEXHfifai0hlAqPxfbCq9/view?usp=sharing
The document discusses key behaviors for good customer service and different customer styles. It provides tips for listening to customers, being fast and accurate, owning up to mistakes, and following up. It describes four basic customer styles - analytical, expressive, amiable, and direct - and how to best serve each type. The document also explains the DiSC model of behavioral styles, including the characteristics and priorities of people with D (dominance), I (influence), S (steadiness), and C (compliance) styles.
rapport building presentation including introduction, basics of rapport building, customer's needs, components, importance, advantages, barriers, 4 A's, conclusion.
This document summarizes national cultural values in several countries based on literature and the author's experience. Germany values systems and stability but needs more flexibility. China highly values the collective and social harmony. Brazil has a mix of individualism and collectivism, emphasizing relationships and respect. England respects tradition but also values independence. The Czech Republic is highly individualistic while Italy values family and displays both individualistic and collectivistic traits. National cultures influence values at work, and understanding these differences can help business practices across borders.
This document provides guidance on dealing with the media and using social media for school board members. It discusses the importance of public relations and having a planned communication strategy. It outlines the different internal and external publics and recommends using both mass communication and interpersonal contact. The document then focuses on media relations, providing tips on developing relationships with reporters, understanding the news business, being available and honest with the media. It also gives guidance on interviews, handling problems that may arise, and respecting student privacy. Finally, it discusses the prevalence of social media and some best practices for using social networking and interacting online in a responsible way.
One of the Philippines' top Filipino corporate trainers and youth/student leadership trainers, Mr. Myron Sta. Ana talks about servant leadership for the youth and the students of the Sto. Niño Catholic School in Taguig City, Metro Manila, Philippines.
DiSC Profile Introduction - Why Use DiSC Communication Profiling?Mary Jane Clark
Here's a presentation I created while leading teams at StepUp in Raleigh, NC. I felt it is important to take time to educate people by sharing this basic, simple introduction to the DiSC profile and uses in communication.
In my workplace, every client, staff, volunteer and board member takes Disc assessment - and furthermore, all our profiles are shared. We'd never ask a client to do anything we don't do. That'a an authentic value. We believe it has made us more successful in our field of human services, as people and as an organization. We tend to play nice with one another because we took the time to truly get to know and understand one another.
Jayne Warrilow provides a document outlining how to unleash business potential and become a trailblazer. It discusses acknowledging one's passions, listening deeply, disrupting habits, knowing one's purpose, and standing up for what matters. It then covers defining what one wants, focusing on high priorities, delivering incredible value, and continuously innovating and evolving one's business. Finally, it discusses starting a movement, collaborating with others, making a positive global impact, and leaving a legacy one can be proud of. The document encourages the reader to transform their life and business with Jayne's coaching support.
Soft skills is a sociological term relating to a person's "EQ" (Emotional Intelligence Quotient), the cluster of personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterize relationships with other people.[1] Soft skills complement hard skills (part of a person's IQ), which are the occupational requirements of a job and many other activities.
The document discusses the counselling process, why people become counselors, moral and ethical issues in counselling, steps in making ethical decisions, ethical principles of counselling, moral values of counselors, characteristics of effective counselors, and traits of school counselors. The counselling process involves a planned dialogue between counselor and client to help identify and overcome problems. Counselors want to help people by preventing and overcoming difficulties and reaching their potential. Moral and ethical issues concern respecting clients and developing as counselors.
Similar to Main customer service skills ppt.ppt (20)
ADVICE TO ALL EMPLOYEES
1. Build a home earlier. Be it rural home or urban home. Building a house at 50 is not an achievement. Don't get used to government houses. This comfort is so dangerous. Let all your family have good time in your house.
2. Go home. Don't stick at work all the year. You are not the pillar of your department. If you drop dead today, you will be replaced immediately and operations will continue. Make your family a priority.
3. Don't chase promotions. Master your skills and be excellent at what you do. If they want to promote you, that's fine if they don't, stay positive to your personal.
development.
4. Avoid office or work gossip. Avoid things that tarnish your name or reputation. Don't join the bandwagon that backbites your bosses and colleagues. Stay away from negative gatherings that have only people as their agenda.
5. Don't ever compete with your bosses. You will burn your fingers. Don't compete with your colleagues, you will fry your brain.
6. Ensure you have a side business. Your salary will not sustain your needs in the long run.
7. Save some money. Let it be deducted automatically from your payslip.
8. Borrow a loan to invest in a business or to change a situation not to buy luxury. Buy luxury from your profit.
9. Keep your life,marriage and family private. Let them stay away from your work. This is very important.
10. Be loyal to yourself and believe in your work. Hanging around your boss will alienate you from your colleagues and your boss may finally dump you when he leaves.
11. Retire early. The best way to plan for your exit was when you received the employment letter. The other best time is today. By 40 to 50 be out.
12. Join work welfare and be an active member always. It will help you a lot when any eventuality occurs.
13.Take leave days utilize them by developing yr future home or projects..usually what you do during yr leave days is a reflection of how you'll live after retirement..If it means you spend it all holding a remote control watching series on Zee world, expect nothing different after retirement.
14. Start a project whilst still serving or working. Let your project run whilst at work and if it doesn't do well, start another one till it's running viably. When your project is viably running then retire to manage your business. Most people or pensioners fail in life because they retire to start a project instead of retiring to run a project.
15. Pension money is not for starting a project or buy a stand or build a house but it's money for your upkeep or to maintain yourself in good health. Pension money is not for paying school fees or marrying a young wife but to look after yourself.
16. Always remember, when you retire never be a case study for living a miserable life after retirement but be a role model for colleagues to think of retiring too.
17. Don't retire just because you are finished or you are now a burden to the company and just wait for your day t
Entrepreneurship Short Note.pptx for Business Studentsetebarkhmichale
Success demands these 6 things..
(The Secret Formula)
1. Hard Work
Don't believe in luck, believe in hard work.
Stop trying to rush the process or searching for a shortcut.
There is none.
2. Patience
If you are losing the patience, you are losing the battle.
First nothing happens, then it happens slowly and suddenly all at once.
Most people give up at stage one.
3. Sacrifice
If you don't sacrifice for what you want, then what you want becomes the sacrifice.
Everything has its price. The question is: Are you ready to pay it for the life you desire?
4. Consistency
Consistency is what transforms average into excellence.
Without consistency, you will never achieve greater success.
5. Discipline
Motivation gets you going, but discipline keeps you growing.
There will be days when you don't “feel” like doing it.
You have to push through those days regardless of how you feel.
6. Self Confidence
Confidence is, I'll be fine if they don't like me.
GOD BLESS YOU🙏❤️
EYA Oliver Uchenna®️
Success demands these 6 things..
(The Secret Formula)
1. Hard Work
Don't believe in luck, believe in hard work.
Stop trying to rush the process or searching for a shortcut.
There is none.
2. Patience
If you are losing the patience, you are losing the battle.
First nothing happens, then it happens slowly and suddenly all at once.
Most people give up at stage one.
3. Sacrifice
If you don't sacrifice for what you want, then what you want becomes the sacrifice.
Everything has its price. The question is: Are you ready to pay it for the life you desire?
4. Consistency
Consistency is what transforms average into excellence.
Without consistency, you will never achieve greater success.
5. Discipline
Motivation gets you going, but discipline keeps you growing.
There will be days when you don't “feel” like doing it.
You have to push through those days regardless of how you feel.
6. Self Confidence
Confidence is, I'll be fine if they don't like me.
GOD BLESS YOU🙏❤️
EYA Oliver Uchenna®️
Success demands these 6 things..
(The Secret Formula)
1. Hard Work
Don't believe in luck, believe in hard work.
Stop trying to rush the process or searching for a shortcut.
There is none.
2. Patience
If you are losing the patience, you are losing the battle.
First nothing happens, then it happens slowly and suddenly all at once.
Most people give up at stage one.
3. Sacrifice
If you don't sacrifice for what you want, then what you want becomes the sacrifice.
Everything has its price. The question is: Are you ready to pay it for the life you desire?
4. Consistency
Consistency is what transforms average into excellence.
Without consistency, you will never achieve greater success.
5. Discipline
Motivation gets you going, but discipline keeps you growing.
There will be days when you don't “feel” like doing it.
You have to push through those days regardless of how you feel.
Register
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Digital Lendings Relationship Officer
Expired 5 months ago!
Related Jobs
Banking and Insurance Jobs Senior Level Jobs Dashen Bank S.C Jobs
Job Description:
Digital Lendings Relationship Officer
Place of work- Addis Ababa
DB/ Vacancy-0077/23
Job Summary
Digital Lendingss Relationship Officer is Responsible for assisting Digital Lenging Relationship Manager in the process of relationship and partnership creation and management, and product & digital lending business development and enhancement to deliver best quality service to customers with the expectation of increasing profitability and/or reducing operational expense and risks of different nature, ensure health-check of the different digital value propositions, compliance to regulatory directions, take proactive measures to identify early warning signals to keep management informed.
Job Requirements:
Academic & Professional Qualification
Economics, and/or related fields is an added advantage.
Bachelor Degree in Accounting, Economics, Business Administration, Management, Marketing Managerment, and/or related fields.
Master’s in Accounting, Economics, Business Administration, Management, Marketing Management, and/or related fields is an added advantage.
Experience
Minimum of 4 (four) years relevant work experience on similar roles.
Behavioral & Leadership Competency
Leadership and people management including performance management, coaching & mentoring.
Demonstrated business acumen - able to create strategy and actions that impact business success.
High-level interpersonal and cross-cultural skills, including ability to build consensus, alliances and collaborative relationships with sensitivity to diversity/inclusion.
Creativity and innovation skills, with ability to use technology and other modern tools to drive decision making and implementation.
Strategic thinking and decision making- ability to consider emerging trends/developments and long-term opportunities for Dashen Bank.
Professionalism and integrity in line with Dashen Bank values.
High-level oral and written communication skills.
Critical and analytical thinking and problem solving skills
Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
Good customer relationship management skills (internal and external customers)
Risk awareness and focus- demonstrates understanding of risk management practices, standards and regulatory requirements
Effective stakeholder management.
Required Technical Competency
Experience working cross-functionally to develop new ideas and
Register
Navigation
Jobs
Latest Jobs
Login
Register
Courses
Advice
Employers
Copyright 2023. All Rights Reserved.
Get In Touch
Snap Plaza 8th floor, Bole Next to The Millennium hall. Addis Ababa, Ethiopia
info@ethiojobs.net
+251-116-67-33-24
+251-924-91-08-47
Get Social
Facebook
Twitter
LinkedIn
YouTube
Telegram
Links
About Us
Contact Us
FAQs
Copyright 2023. All Rights Reserved.
Digital Lendings Relationship Officer
Expired 5 months ago!
Related Jobs
Banking and Insurance Jobs Senior Level Jobs Dashen Bank S.C Jobs
Job Description:
Digital Lendings Relationship Officer
Place of work- Addis Ababa
DB/ Vacancy-0077/23
Job Summary
Digital Lendingss Relationship Officer is Responsible for assisting Digital Lenging Relationship Manager in the process of relationship and partnership creation and management, and product & digital lending business development and enhancement to deliver best quality service to customers with the expectation of increasing profitability and/or reducing operational expense and risks of different nature, ensure health-check of the different digital value propositions, compliance to regulatory directions, take proactive measures to identify early warning signals to keep management informed.
Job Requirements:
Academic & Professional Qualification
Economics, and/or related fields is an added advantage.
Bachelor Degree in Accounting, Economics, Business Administration, Management, Marketing Managerment, and/or related fields.
Master’s in Accounting, Economics, Business Administration, Management, Marketing Management, and/or related fields is an added advantage.
Experience
Minimum of 4 (four) years relevant work experience on similar roles.
Behavioral & Leadership Competency
Leadership and people management including performance management, coaching & mentoring.
Demonstrated business acumen - able to create strategy and actions that impact business success.
High-level interpersonal and cross-cultural skills, including ability to build consensus, alliances and collaborative relationships with sensitivity to diversity/inclusion.
Creativity and innovation skills, with ability to use technology and other modern tools to drive decision making and implementation.
Strategic thinking and decision making- ability to consider emerging trends/developments and long-term opportunities for Dashen Bank.
Professionalism and integrity in line with Dashen Bank values.
High-level oral and written communication skills.
Critical and analytical thinking and problem solving skills
Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
Good customer relationship management skills (internal and external customers)
Risk awareness and focus- demonstrates understanding of risk management practices, standards and regulatory requirements
Effective stakeholder management.
Required Technical Competency
Experience working cross-functionally to develop new ideas and
Financial management for Business CoursesPPT.pptetebarkhmichale
The Commercial Bank of Ethiopia has been becoming a leader, pioneer, and role model for the country's financial industry, especially the banking industry. Currently, it aspires “to become a world-class commercial bank, financially driving Ethiopia’s future'', and it is working to provide banking services tailored to the needs of its esteemed customers. The bank has carried out a comprehensive assessment and strategy design work and drawn a business reform road map. Based on the assessment, reforms and organizational restructurings have been done. Accordingly, the bank has introduced a new customer-centric business model and undertaken amendments to its organizational structure in order to render effective service based on customer segments. Following this, new divisions and departments were established; the Micro Business Banking under the Wholesale Banking Division was established to address the banking needs of all individual and non-individual businesses.
The main objective of the department was to provide financing access to microbusiness customers. Since the number of microbusiness customers is very high, using digital channels has been considered an essential alternative. Due to this, the department has been assigned to provide digital micro saving and lending, which is the most efficient and effective form.
The strategic initiatives planned to achieve the department’s objectives have been successfully implemented, and the DMSL service is under a pilot test. However, there have been some problems that could be fixed only by restructuring the department, and the current structure is not conducive to providing successful digital loans. The digital lending being in a pilot test is also not going according to plan, and its performance status is not satisfactory. Due to those situations, I have been initiated to come up with this concept note, and I hope you will enrich and work on it to provide a successful solution.
2. Background
Technological advancements have significantly transformed the way services are delivered, leading to a shift in customer expectations and demands. Financial services are now focusing on providing seamless digital banking transactions and personalized engagements. Digital lending platforms are making lending easier, more accessible, and more efficient. Commercial Bank of Ethiopia (CBE) is leading in achieving national financial inclusion by establishing dedicated departments and implementing initiatives to improve the customer experience. This concept note proposes a structural adjustment for the recently established department called micro business banking department established under the wholesale banking division. The detail background leads me to this initiative is detailed as follow.
2.1. Micro Business Banking
CBE has established a department called Micro Business dedicated to microenterprise customers. According to the customer segmentation procedure of the bank, “Micro Business Banking” means a banking s
English Email Writing byme- at work place ppt pptxetebarkhmichale
Understanding the Structure of a Successful Digital Credit Provider in Kenya.
Kenya's financial services sector is embracing FinTech, with digital credit providers like Tala, Zenka Digital, and Ksmart leveraging AI, machine learning, robotic process automation, data analytics, and blockchain. A fintech in the lending space may cater to various kinds of product offerings, which can be broadly categorized as follows:
1. Consumer loans
2. Personal loans
3. Business or MSME (Micro, Small, and Medium Enterprise) loans
1. What are the critical back-end tech solutions/integrations needed?
1. Customer acquisition
2. Application, website, and/or app
3. Verification APIs
4. Credit underwriting/ Scorecards/Fraud detection
5. Credit Bureau Integration
6. Automatic analysis of qualitative factors
7. Disbursement/Repayment
8. Collection/Recovery
9. Loan Management System (LMS)/Accounting
10. Legal
Let's delve deeper into each of the above for a deeper understanding.
1.1. Customer acquisition
Drawing in customers is a top priority for any fintech. There are various methods or sources through which a DCP acquires its customers. The customer acquisition process may differ for each lending institution depending on their product, the area in which they operate, the customer profile, etc. To attract potential borrowers, leverage digital marketing strategies, social media, and partnerships with relevant platforms. Focus on providing a seamless user experience to make your platform stand out from existing or traditional lenders.
1.2. Application, website, app or USSD
Develop a user-friendly and intuitive digital platform for borrowers to apply for loans easily. Mobile apps have become increasingly popular in Fintech, allowing users to access services conveniently. Consider application login through Gmail, social media, and so on to enable the user to seamlessly log in to the mobile application for the website without creating any new login credentials. At the same time, this also provides the Fintech with the profile of the loan applicant. Do you need customers to upload documents for KYC/AML verification? Ensure your platform allows uploading these documents and has back-end integration to verify the documents' authenticity. Consider using the different available Optical Recognition Technologies (OCR), which should be able to read the data from the documents provided and create the text. For verification and authentication of the information in the documents, the Fintech can develop its software and subscribe to various services or do an API integration with a service provider who can provide such services. The main goal is to give users a comfortable journey, so they must manually type minimum information.
1.3. Verifying APIs
Integrated person’s registry system (IPRS) is Kenya'sKenya's reputed organization providing APIs for KYC, Identity, etc., suitable for all lending businesses. The IPRS system aims to consolidate population information into a
Introduction
In life, there are universal laws that govern everything we do. These laws are so perfect that if you were to align yourself with them, you could have so much prosperity that it would be coming out of your ears. This is because God created the universe in the image and likeness of him. It is failure to follow the universal laws that causes one to fail. The laws that were created consisted of the following: ·
Law of Gratitude: The Law of Gratitude states that you must show gratitude for what you have. By having gratitude, you speed your growth and success faster than you normally would. This is because if you appreciate the things you have, even if they are small things, you are open to receiving more.
Law of Attraction: The Law of Attraction states that if you focus your attention on something long enough you will get it. It all starts in the mind. You think of something and when you think of it, you manifest that in your life. This could be a mental picture of a check or actual cash, but you think about it with an image.
Law of Karma: the Law of Karma states that if you go out and do something bad, it will come back to you with something bad. If you do well for others, good things happen to you. The principle here is to know you can create good or bad through your actions. There will always be an effect no matter what.
Law of Love: the Law of Love states that love is more than emotion or feeling; it is energy. It has substance and can be felt. Love is also considered acceptance of oneself or others. This means that no matter what you do in life if you do not approach or leave the situation out of love, it won't work.
Law of Allowing: The Law of Allowing states that for us to get what we want, we must be receptive to it. We can't merely say to the Universe that we want something if we don't allow ourselves to receive it. This will defeat our purpose for wanting it in the first place.
Law of Vibration: the Law of Vibration states that if you wish on something and use your thoughts to visualize it, you are halfway there to get it. To complete the cycle you must use the Law of Vibration to feel part of what you want. Do this and you'll have anything you want in life.
For everything to function properly there has to be structure. Without structure, our world, or universe, would be in utter chaos. Successful people understand universal laws and apply them daily. They may not acknowledge that to you, but they do follow the laws. There is a higher power and this higher power controls the universe and what we get out of it. People who know this, but wish to direct their own lives, follow the reasons. Successful people don't sit around and say "I'll try," they say yes and act on it.
Chapter - 1
The Law of Attraction
The law of attraction is the most powerful force in the universe. If you work against it, it can only bring you pain and misery. Successful people know this but have kept it hidden from the lower class for centuries because th
Power of Personal Appearance
Image management is the ongoing process of evaluating and controlling the impact of your appearance and the resulting response on you and others.
The concept of image management applies to anyone who has ever needed to improve self-image, self-esteem, self-confidence, capability and credibility. It applies to anyone who has ever wanted to get an idea across to someone else, to influence opinion or action is it in the home, school, church, community or business setting. It is creating an authentic, appropriate, attractive, and affordable image. Intelligence, knowledge, ability, initiative, and effort are vital to success of any kind, but regardless of whom you are, how old, and what your role or goal, ongoing image management can give you the personal/professional presence you need.
As an individual living and working in a highly complex and competitive society, you must recognize and understand the impact of your appearance as it communicates first to you and then to others. What you wear and the way you look affects:
1. The Way You Think
You can’t afford to think negatively about yourself due to some aspect of your appearance. When you appear authentic, attractive, and appropriate, you think more positively about yourself, your situation, and others.
2. The Way You Feel
You can’t afford to feel depressed, unproductive, uncomfortable, antagonistic, argumentative, self-conscious, inferior, or full of self-doubt. A positive personal appearance is a fast, effective way to boost self-confidence and overcome anxiety regarding ability or acceptance. When you appear attractively dressed and groomed, personally authentic, and appropriate for the occasion, you feel more comfortable, confident, capable, cooperative and productive.
3. The Way You Act or Behave
You can’t afford to act awkward, insecure, submissive, out-of-place, or out-of-order. Nor can you afford to act defensive, arrogant, aggressive, affected, superior, or conceited. A positive personal appearance is one of the most effective ways to improve behavior and enhance performance level or productivity. When you appear attractively dressed and groomed, personally authentic, and appropriate for the occasion, you act more secure, at ease, mannerly, competent, and naturally able to do your best.
4. The Way Others React and Respond to You
Your appearance is the one personal characteristic that is immediately obvious and accessible to others. You can’t hide it. Your appearance makes a strong statement about your personality, values, attitudes, interests, knowledge, abilities, roles, and goals. You can’t afford to be seen as disrespectful, antagonistic, affected, scatterbrained, irresponsible, ineffective, or unproductive. You can’t afford to create a negative impression or to build barriers between you and others because of unattractive, inappropriate, distracting, or offensive appearance.
When you appear attractively dressed and groomed, personally authentic, and ap
Email Writting Guideline Follow step by step PPT.pptxetebarkhmichale
Digital credit process and the steps to obtain an instant loan
𝙰𝚕𝚎𝚖𝚊𝚢𝚎𝚑𝚞 𝚂𝚒𝚖𝚎𝚗𝚎𝚑
𝙰𝚕𝚎𝚖𝚊𝚢𝚎𝚑𝚞 𝚂𝚒𝚖𝚎𝚗𝚎𝚑
𝙰𝚕𝚎𝚖𝚊𝚢𝚎𝚑𝚞 𝚂𝚒𝚖𝚎𝚗𝚎𝚑
Digital Marketing Manager @ Bank of Abyssinia | Marketing Management MA
Published Jul 9, 2023
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Digital Lending has made it possible for many people to access the funds they need quickly and securely, without having to worry about paperwork or trips to physical banks and collateral. With competitive rates, flexible repayment plans, and fast disbursement of funds – digital lending is changing the way we view financing.
Digital lending is the process of obtaining a loan online through digital channels such as mobile apps and websites. And, this process has been gaining popularity in recent years in our country due to its convenience and ease of use. There are noteworthy examples of this. One is Michu, a platform by the Cooperative Bank of Oromia that offers credit based on a borrower's score. It specifically provided for micro, small, and medium enterprises (MSMEs). Another is Telebirr's different types of microloan services offered in collaboration with Dashen Bank. This service allows users to obtain small loans without needing collateral, using their credit score as a basis. Additionally, the Bank of Abyssinia's different Apollo instant digital loans, which is set to launch this month.
The digital credit process typically consists of the following major activities. And, the borrower will need to research and compare the existing digital lending platforms to find one that suits his needs. He should consider factors such as service charges, interest rates, loan terms, eligibility criteria, and customer reviews.
Create an account: Once the borrower has selected a provider, he will need to create an account on their platform. This typically involves providing basic personal information (name, address, phone number, email) and setting up a username and password.
Loan Application: Once he has chosen a lender, the borrower will need to fill out an online application form. This typically involves providing personal information (like name and address), financial information (such as income, employment status, and outstanding debts), and the purpose of the loan.
Document Submission: After filling out the application, the borrower will usually need to submit supporting documents. These might include proof of identity, proof of income (like pay stubs or tax returns), and bank statements. Thanks to digital technology, these documents can often be uploaded directly to the platform.
Consent to a credit check: Most digital credit providers will perform a credit check as part of the application process. By agreeing to a credit check, the borrower needs to give the provider permission to access his credit history and score, which will be used to assess his creditworthiness.
Review the loan terms: If the application is approved, the provider will present the borrower with a loan offer,
Digital Lending Platform: The only guide you’ll ever need(https://moba.finance/what-is-digital-lending-platform/)
New changes in rates, regulations, competitions, and new technologies all the more increase this pressure of digital lending. Banks need a new lending technology to rapidly adapt to market shifts and stay ahead of competitors.
Fortunately, a Digital Lending Platform can help banks address all those challenges.
What is Digital Lending Platform
A Digital Lending Platform automates the journey from application to disbursement for any lending product—be it mortgages, consumer loans, or deposit accounts.
With Digital Lending Platforms, banks can acquire and assess customers faster while enhancing back-office processes and reducing costs. It helps banks solve these challenges by delivering an all-in-one place to manage individual customers’ lending journey—from application, underwriting, to disbursement and collection.
In today’s everything-digital world, customers are so used to the seamless and intuitive shopping experience from Momo, Shopee, and Grab. They expect the same thing from lending. Customers demand the ability to apply for loans and are disbursed online via digital platforms, without having to visit the physical branch.
Below are some of the capabilities of a Digital Lending Platform:
Seamless customer experiences from application to collection
With the Digital Lending Platform, your potential lenders can use any device—be it the mobile phone, tablet, or desktop—to apply for loans and complete the follow-up tasks to receive the disbursement. The platform supports everything involved in the lending workflow, which involves connecting to their bank account, uploading documents, completing the eKYC process, providing e-signature, … All that is customizable to meet banks’ unique requirements.
Role-based tools for loan officers
A Digital Lending Platform provides each officer with a digital workspace to support lenders. The workspace typically includes interfaces for managing applications, communicating with customers online to complete follow-ups, providing settlement and closing services, and engaging with referral partners.
Automated verification and accuracy checks
By directly connecting to financial data sources, the digital lending platform helps banks eliminate the use of paper. It makes approvals faster and reduces fraud risk by integrating a wide range of eKYC solutions to verify customers’ identity, assets, employment, and income.
Data-driven workflows and automated decisioning
The Digital Lending Platform applies workflows that loan officers can customize themselves without having to write codes. The result is that manual, paper-based processes are reduced significantly. Also, it can automate requests for information, which provides underwriters with accurate and up-to-date loan files to finalize credit decisioning. In addition, the platform can automatically apply bank’s credit policies to unlock more efficiency
Supply Chain Financing to MSMEs businesses PPT.pptetebarkhmichale
Bank
Management
In Africa, women entrepreneurs play a growing role in diversifying production and services. However, they are facing the problem of financial shortage; a recent report by the African Development Bank showed that there is an estimated $42 billion financing gap for female entrepreneurs in Africa. The study demonstrated that women are facing more difficult conditions than men entrepreneurs such as limited access to key resources (including land and credit), the legal and regulatory framework, and the socio-cultural environment. The economy's full potential cannot be realized if half of its population cannot fully contribute, and women have faced many hurdles in the entrepreneurship journey, prompting responsible bodies to devise affirmative solutions.
Ethiopia's female population is 49.8%, but small businesses owned by women only make up 16.5% of the total number of entrepreneurs. Limited access to finance, business networks, development services, and business management skills hinders women entrepreneurs. The government is promoting women entrepreneurs through initiatives like training and financial support. The Commercial Bank of Ethiopia (CBE) is introducing a customer-centric business model to cater to its customers' needs and values. The bank aims to increase the outreach of financial products and services to a larger population, particularly women who own business enterprises. The bank has established a micro business department to adjust itself with the micro business loan demanding customers. These factors can be considered as business drivers and factors enforcing CBE to come up with a gender-specific solution.
The micro business banking department conducted a feasibility study on financing women-owned Micro, Small and Medium Enterprises (MSMEs), and has proposed a collateral-free loan product to bridge the financial gap. In the feasibility study it has been also demonstrated that financing women owned MSMEs could promote financial inclusion and economic empowerment, boosting growth and forming the backbone of vibrant economies.
Therefore, this proposal aims to provide a method how CBE should finance for selected formal women-owned MSMEs in Ethiopia to alleviate their financing gap. It is being proposed that, the CBE shall start the product by making a pilot test for women-owned microbusinesses from Addis Ababa City Administration, with local stakeholders providing data, support, and training for three years. The bank could be benefited from implementing this proposal to attract and retain micro customers, penetrate the micro credit-market, and to adjust itself with the micro customers’ demand.
2. Objectives of the proposal
2.1. General Objectives
This proposal aims to provide customized microloans for women MSMEs to ensure equitable resource allocation and profitability for the bank.
2.2. Specific Objectives
• To play a major role in supporting and promoting women-owned MSMEs through availing useful and affordable loan
1.1. Nature and Definition of Auditing
Different scholars have defined auditing in different ways. For example, Auditing is a process of collection and evaluation of evidence for the purpose of reporting on economic transaction. The other definition of auditing given by the Institute of Chartered Accountants of India, in its publication titled, General Guidelines on Internal Auditing has defined auditing as ‘ a systematic and independent evaluation of data, statements, records, operations and performances ( financial or otherwise) of an enterprise for stated purpose. In any auditing situation, the auditor perceives and recognizes the propositions before him for examination, collects evidence, evaluates the same and on this basis formulates his/her judgment which is communicated through audit report.
As it is cited in Kanal Gupta and Arora A.(1996,p6), Arens and Loebbecke defined auditing as the process by which a complete, independent person accumulates and evaluates evidence about quantifiable information related to specific economic entity for the purpose of determining and reporting on the degree of correspondence between the quantifiable information and established criteria. To sum up, Auditing is the process of verifying the assertions produced by accounting, as to whether they present a true and fair view of the entity's financial position in accordance with accounting standards and GAAP. In other words, auditing seeks to verify whether or not financial records have been properly prepared.
Study Note
The term audit is derived from the Latin term ‘audire,’ which means to hear. In early days an auditor used to listen to the accounts read over by an accountant in order to check them Auditing is as old as accounting.
It was in use in all ancient countries such as Mesopotamia, Greece, Egypt. Rome, U.K. and India. The Vedas contain reference to accounts and auditing.
The original objective of auditing was to detect and prevent errors and frauds and most recently objective of audit shifted to ascertain whether the accounts were true and fair rather than detection of errors and frauds.
Auditing evolved and grew rapidly after the industrial revolution in the 18th century with the growth of the joint stock companies the ownership and management became separate.
The shareholders who were the owners needed a report from an independent expert on the accounts of the company managed by the board of directors who were the employees.
1.2. Historical Development of Auditing
The development of auditing is closely linked to the development of accounting. In the early stage of civilization, the number of transaction was usually so small that able to record the transactions himself. However, with the growth of civilization and consequential growth in volume and complexity of transactions, it becomes necessary to entrust the job of recording the transactions to other persons. The trend started with maintenance of accounts to empires by public officials
Today’s complex global challenges require partnerships across sectors and societies to achieve equitable and sustainable results for stakeholders and realize strategic objectives stipulated. The United Nations General Assembly defines partnerships as voluntary and collaborative relationship between various parties, both public and non-public, in which all participants agree to work together to achieve a common purpose or undertake a specific task and, as mutually agreed, to share risks, responsibilities, resources and benefits.
Alexander et al. (2001) also defines partnership as strategically formed relationship between organizations that involve varying degrees of resource sharing, joint decision making, and collaborative work to address common interests, and achieve shared goals. While there are many theoretically recognized benefits and advantages to partnerships, the answer to why one seeks to establish partnership is relatively simple. The presumption is that, there is added value in working with other organizations .
Strategically, the Commercial Bank of Ethiopia (CBE) has adopted partnering with developmental organs (Regional Organs) and collaboration institutions strategic response in crafting both local and foreign currency resource mobilization strategies.
A strategic partnering for CBE is nothing but it is a form of an agreement with government/public organs/Institutions under the theme of mutual growth and success. In other words, it is forming a strong relationship with organizations like governmental organs that have shared interest, vision, goal & objectives (development) in order to reach a new market and excel competitors/rivals by providing excellent banking services.
On the other hand, collaboration for CBE shall mean work with another organ in order to achieve or do something that sounds disarmingly simple and coordinating the efforts of employees and resource deployed in providing services and selling of products. Since then, it is struggling to implement these strategic responses accordingly at all level of the bank in the course of resource mobilization tasks.
According to the revised Deposit Mobilization Strategy for 2015/16-2019/20 outlines various strategic responses for deposit mobilization. Strengthening Collaboration with Development Partners is one of them. The document begins by stating the invaluable importance of strategic partners in the success of CBE over the past strategic periods and without the active support of partners, CBE’s deposit mobilization effort would have been very difficult, if not impossible.
But the strategy document stresses that it is not sufficient to sustain their support for long unless the CBE understands their interest or demand and support their area of concern as much as possible.
In 2017, CBE undertook an assessment on the possible areas of engagement with Developmental Partners (DPs) . In this assessment, it is observed that there has been limited understanding about the concep
Concept of Customer Relationship Management (CRM) fINAL PPT.pptetebarkhmichale
• Type and location of collateral;
• Evidence of collateral (title deed No., booklet No, etc);
• The security/collateral coverage (the security-to-loan ratio) is as per the Bank’s requirement;
• The comment of the Bank engineers’ on the property estimation format;
• The completeness of the collateral documentation;
• The strength of the collateral depends on the stability of its realizable value and convertibility to cash as and when desired; and
• Other collateral risks, if any.
5. Management/Owner of the business:
• The number and breakdown of the employees of the business and their educational qualification;
• Comment on the experience and skills of the owner/management of the business;
• Assess the character, competence and capacity of the owner/management of the business;
• The integrity of the borrower;
• The borrower’s past track record;
• The borrower’s response to the Bank’s information requirements;
• The willingness of the borrower to allow the Bank’s authorized personnel to have access to the books of records as well as to the business and the collateral; and
• Management/ownership risk, if any.
6. Key Customers and Suppliers of the Business:
Identify the main customers and suppliers of the business and comment on the terms of the trade for sales and purchases.
7. Credit Exposure
All existing lending exposure, types, terms, repayments and status of the loans within the Bank and other banks clearly indicated.
8. Borrower’s Loan Account Performance
This assessment shall be conducted when the borrower is or was a customer of the CBE. The Lending Officer should clearly indicate the utilization of the credit facilities and/or loan repayments of the applicant. (Attach the range of account/Overdraft utilization worksheet).
9. Condition of Fixed Assets
Analyze the age and condition of the fixed assets (buildings, machinery, equipment, etc.) owned by the business;
Identify any plans for asset replacement, or expansion in the next years.
10. Financial Statement Analysis
The Lending Officers must assess the repayment capacity of a business to meet its loan and identify the source of repayment. The Lending Officer must also have done a ratio analysis in order to assess the customer ability to repay his/her/its debt.
The Lending Officer must analyze and interpret the cash-flow and the financial ratios from the historical financial accounts of the business. If the Lending Officer has a computer, he/she must have prepare the CBE Financial Analysis Spreadsheet and attached therewith.
Ratios are the main tools of financial analysis. There are an endless number of ratios that could be established between the figures in a set of financial statements. Nonetheless, the Lending Officer must calculate at least the following ratios that will give useful information to the Bank. The Lending Officer must also compare each ratio from the previous periods. The reason for any major changes from one period to another must be ascertained t
Starting A Foundation Guidance for Advisors.pptetebarkhmichale
Money Market and Capital Market: Difference
Both the money market and the capital market are the two different types of the financial markets where in the money market is used for the purpose of short term borrowing and lending whereas the capital market is used for the long term assets i.e., the assets which have the maturity of more than one year.
Money markets are unorganized markets where banks, financial institutions, money dealers and brokers trade in financial instruments for a short period of time. They trade in short-term debt instruments like trade credit, commercial paper, certificate of deposit, T bills, etc. which are highly liquid and can be redeemed in the period less than 1 year . It helps the business and industries with working capital requirements.
The capital market is a type of financial market where financial products like stocks, bonds, debentures are traded for a long duration of time. They serve the purpose of long-term financing and long-term capital requirement. The Capital mark
Money Market and Capital Market: Difference
Both the money market and the capital market are the two different types of the financial markets where in the money market is used for the purpose of short term borrowing and lending whereas the capital market is used for the long term assets i.e., the assets which have the maturity of more than one year.
Money markets are unorganized markets where banks, financial institutions, money dealers and brokers trade in financial instruments for a short period of time. They trade in short-term debt instruments like trade credit, commercial paper, certificate of deposit, T bills, etc. which are highly liquid and can be redeemed in the period less than 1 year . It helps the business and industries with working capital requirements.
The capital market is a type of financial market where financial products like stocks, bonds, debentures are traded for a long duration of time. They serve the purpose of long-term financing and long-term capital requirement. The Capital mark
Money Market and Capital Market: Difference
Both the money market and the capital market are the two different types of the financial markets where in the money market is used for the purpose of short term borrowing and lending whereas the capital market is used for the long term assets i.e., the assets which have the maturity of more than one year.
Money markets are unorganized markets where banks, financial institutions, money dealers and brokers trade in financial instruments for a short period of time. They trade in short-term debt instruments like trade credit, commercial paper, certificate of deposit, T bills, etc. which are highly liquid and can be redeemed in the period less than 1 year . It helps the business and industries with working capital requirements.
The capital market is a type of financial market where financial products like stocks, bonds, debentures are traded for a long duration of time. They serve the purpose
General Principles of Lending:
When a request for a loan is received, it is important to ensure that the borrower has the legal capacity to borrow. The other matters upon which the information should be obtained are: the purpose of advance, the amount involved, the duration of the advance, the sources of repayment, the profitability of transaction, and, where applicable, the security offered. The most fundamental principle of all is that the bank should have confidence in the integrity, competence and continuing credit worthiness of the borrower.
• Know Your Customer:
While entertaining a proposal for advance, the branch has to first ensure compliance with the KYC norms.
• Pre- Sanction Stage:
Obtain/compile the following:
• Bio-data/declaration of assets owned by the borrower and guarantor along with latest income tax/wealth tax assessment copies and compilation of opinion reports.
• Particulars of immediate family members/legal heirs along with their father’s name and age.
• Audited balance sheets for the previous 3 years, estimated balance sheet for the current year and projected balance sheet for the next year.
• Particulars of existing borrowing arrangements and credit reports/no objection letters from existing banks if any.
• It should be followed by independent verification by the branch incumbent.
• Details of associate/group concerns, their borrowing arrangements and their latest balance sheets.
• No objection letter from term loan lender(s) if already financed by them and their permission/willingness to cede pari passu/ second charge on their security.
• The position of term working capital liabilities with various banks/FIs and details thereof viz., Limit, DP, Out standings, Irregularities (if any).
• Conduct a search/obtain a search report from Registrar of Companies to ascertain position of charges created already.
•
• Due Diligence:
• Branch Manager should do adequate Due Diligence before bringing an asset to the Bank’s books. This will avoid NPA.
• Thorough inquiry about the prospective borrower (with other banks, Financial Institutions, etc.) market intelligence, his past track record of performance and repayment of obligations, credit worthiness (Net Worth) must be done.
• Personal visit to his office/place of business will give an idea of his business.
• Processing of Applications:
While processing the applications, the following should be looked into and commented upon in the proposal:
• Due diligence on promoters’ background, their track record of repayment by checking with their existing bankers (NPA status) (any rephasements, any compromise entered into), credit worthiness, market reputation etc.
• Latest RBI defaulters’ list and willful defaulters' list —Company and their Directors.
• Bank’s loan policy.
• Contractual capacity of the borrower regarding borrowing powers/any restrictions on borrowings and names of persons authorized to borrow by verifications of:
• Partnership deed
Power of Personal Appearance
Image management is the ongoing process of evaluating and controlling the impact of your appearance and the resulting response on you and others.
The concept of image management applies to anyone who has ever needed to improve self-image, self-esteem, self-confidence, capability and credibility. It applies to anyone who has ever wanted to get an idea across to someone else, to influence opinion or action is it in the home, school, church, community or business setting. It is creating an authentic, appropriate, attractive, and affordable image. Intelligence, knowledge, ability, initiative, and effort are vital to success of any kind, but regardless of whom you are, how old, and what your role or goal, ongoing image management can give you the personal/professional presence you need.
As an individual living and working in a highly complex and competitive society, you must recognize and understand the impact of your appearance as it communicates first to you and then to others. What you wear and the way you look affects:
1. The Way You Think
You can’t afford to think negatively about yourself due to some aspect of your appearance. When you appear authentic, attractive, and appropriate, you think more positively about yourself, your situation, and others.
2. The Way You Feel
You can’t afford to feel depressed, unproductive, uncomfortable, antagonistic, argumentative, self-conscious, inferior, or full of self-doubt. A positive personal appearance is a fast, effective way to boost self-confidence and overcome anxiety regarding ability or acceptance. When you appear attractively dressed and groomed, personally authentic, and appropriate for the occasion, you feel more comfortable, confident, capable, cooperative and productive.
3. The Way You Act or Behave
You can’t afford to act awkward, insecure, submissive, out-of-place, or out-of-order. Nor can you afford to act defensive, arrogant, aggressive, affected, superior, or conceited. A positive personal appearance is one of the most effective ways to improve behavior and enhance performance level or productivity. When you appear attractively dressed and groomed, personally authentic, and appropriate for the occasion, you act more secure, at ease, mannerly, competent, and naturally able to do your best.
4. The Way Others React and Respond to You
Your appearance is the one personal characteristic that is immediately obvious and accessible to others. You can’t hide it. Your appearance makes a strong statement about your personality, values, attitudes, interests, knowledge, abilities, roles, and goals. You can’t afford to be seen as disrespectful, antagonistic, affected, scatterbrained, irresponsible, ineffective, or unproductive. You can’t afford to create a negative impression or to build barriers between you and others because of unattractive, inappropriate, distracting, or offensive appearance.
When you appear attractively dressed and groomed, personally authentic, and ap
Economy of money, banking, and finance EuroMAC_Ch11.pptxetebarkhmichale
The 5 C's of leadership are:
1. Communication: Effective leaders are skilled communicators who can convey their ideas clearly, listen actively, and foster open dialogue among team members.
2. Confidence: Strong leaders have confidence in themselves, their abilities, and their decisions. They inspire trust and instill confidence in others through their demeanor and actions.
3. Commitment: Leaders demonstrate commitment to their goals, vision, and values. They are dedicated to the success of their team or organization and are willing to put in the necessary effort and resources to achieve it.
4. Creativity: Successful leaders are innovative and adaptable, able to think outside the box and find creative solutions to challenges. They encourage creativity and embrace new ideas and perspectives.
5. Character: Leaders with strong character possess integrity, honesty, and ethical behavior. They lead by example, earning respect and trust from their followers through their actions and moral principles.The 5 C's of leadership are:
1. Communication: Effective leaders are skilled communicators who can convey their ideas clearly, listen actively, and foster open dialogue among team members.
2. Confidence: Strong leaders have confidence in themselves, their abilities, and their decisions. They inspire trust and instill confidence in others through their demeanor and actions.
3. Commitment: Leaders demonstrate commitment to their goals, vision, and values. They are dedicated to the success of their team or organization and are willing to put in the necessary effort and resources to achieve it.
4. Creativity: Successful leaders are innovative and adaptable, able to think outside the box and find creative solutions to challenges. They encourage creativity and embrace new ideas and perspectives.
5. Character: Leaders with strong character possess integrity, honesty, and ethical behavior. They lead by example, earning respect and trust from their followers through their actions and moral principles.
CRM 101: What is CRM?
This is a simple definition of CRM.
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, agent productivity, and more. CRM tools can now be used to manage customer relationships across the entire customer lifecycle, spanning marketing, sales, digital commerce, and customer service interactions.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
Who is CRM for?
A CRM system gives everyone — from sales, customer service, business development, recruiting, marketing, or any other line of business — a better way to manage the external interactions and relationships that drive success. A CRM tool lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need it.
With visibility and easy access to data, it's easier to collaborate and increase productivity. Everyone in your company can see how customers have been communicated with, what they’ve bought, when they last purchased, what they paid, and so much more. CRM can help companies of all sizes drive business growth, and it can be especially beneficial to a small business, where teams often need to find ways to do more with less.
Here’s why CRM matters to your business.
CRM is the largest and fastest-growing enterprise application software category, and worldwide spending on CRM is expected to reach USD $114.4 billion by the year 2027. If your business is going to last, you need a strategy for the future that’s centered around your customers, and enabled by the right technology. You have targets for sales, business objectives, and profitability. But getting up-to-date, reliable information on your progress can be tricky. How do you translate the many streams of data coming in from sales, customer service, marketing, and social media monitoring into useful business information?
A CRM system can give you a clear overview of your customers. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more. You can even choose to include information
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Main customer service skills ppt.ppt
1. Basic Customer Service
Skills (BCSS)
Training
Dr. Rosemarie Terez-Santos
Project Documentor
Asia Foundation (PSEEAP-USAID-
funded project
2. “Public service is a public trust. Public officers
and employees must at all times be
accountable to the people, serve them with
utmost responsibility, integrity, loyalty, and
efficiency . . . (Article XI, Section 1, 1987
Constitution of the Philippines)
“. . . The activities of civil servants and
public/private agencies must follow the will of
the people to whom they are ultimately
responsible. The publicness of their
employment and goals thus prescribes their
behavior and circumscribes their choices . . .”
(Carino, 1983)
3. Customer expectations are higher than ever before.
The service industry is growing.
Competition for resources keeps increasing.
Excellent service means repeat business.
Excellent service is profitable.
Change in management values.
During the last few years, the values of people
have changed.
4. Organizational culture/climate problems
Quality of work life problems
Executive credibility problems
Organizational arthritis
Middle management inertia
5. Invert the Pyramid
(to Improve Service)
TRADITIONAL
ORGANIZATION
The 5 P’s increase
toward the top of
the organization.
People work for
the level(s) above
them.
Excessive
attention to title
and rank but very
little attention to
customer
satisfaction.
Top
Management
Executives
Managers
Supervisors
Frontline
Personnel
CUSTOMERS
7. Who is the Customer?
• Anyone internal or external to the
organization for whom your work,
products (results, outputs) or services
(expertise, knowledge) are produced or
intended.
• Anyone whose success or satisfaction
depends on your action.
8. Types of Customers
DIRECT: individuals or organizations who
avail themselves of your products
or services for their personal or
organization’s use.
INDIRECT: individuals or organizations that
benefit from your products or
services through another party or
from a direct customer.
9. INTERNAL: another person, your boss, a group
of peers, another division, or another
department within the organization
that depends on products or services
you provide.
EXTERNAL: an individual, a group of individuals,
or another organization outside your
organization that depends on
products or services you provide.
10. Who are the Stakeholders?
They are people or groups who have a sincere
interest in your organization and in whether it
succeeds or fails. Stakeholders include internal
and external customers as well as other
government agencies, the public, and special
interest groups.
Stakeholders do not necessarily use the products
or receive the services provided by the department
or office concerned.
12. CAREFREE
PLAYFUL
CHEERFUL
You love a free and spontaneous life. And you strive to enjoy
every moment, in accordance with the motto: "You only live
once." You are very curious and open about everything new.
You thrive on change. Nothing is worse than when you feel tied
down. You experience your environment as being versatile and
always good for a surprise.
A
13. INDEPENDENT
UNCONVENTIONAL
UNFETTERED
You demand a free and unattached life for yourself that
allows you to determine your own course. You have an
artistic bent in your work or leisure activities. Your urge for
freedom sometimes causes you to do exactly the opposite
of what is expected of you. Your lifestyle is highly
individualistic. You would never follow trends. On the
contrary, you seek to live according to your own ideas and
convictions, even if this means swimming against the tide.
B
14. INTROSPECTIVE
SENSITIVE
REFLECTIVE
You come to grips more frequently and thoroughly with yourself
and your environment than do most people. You detest
superficiality. You'd rather be alone than have to suffer through
small talk. Your relationships with your friends are very strong,
which gives you the inner tranquility and harmony that you
require. You do not mind being alone for extended periods of
time. You are rarely bored.
C
15. HARMONIOUS
BALANCED
DOWN TO EARTH
You value a natural style and love that which is uncomplicated.
People admire you because you have both feet planted firmly on
the ground and they can depend on you. You give those who are
close to you security and space. You are perceived as being warm
and human. You reject everything that is garish and trite. You tend
to be skeptical toward the whims of fashion trends. Your style is
easy and elegant.
D
16. PRAGMATIC
CONFIDENT
PROFESSIONAL
You take charge of your life, and place less faith in luck and
more in your own deeds. You solve problems in a practical,
uncomplicated manner. You take a realistic view of the things in
your daily life and tackle them without wavering. You are given a
great deal of responsibility at work, because people know that
you can be depended upon. Your pronounced strength of will
projects your self-assurance to others. You are never fully
satisfied until you have accomplished your goals.
E
17. PEACEFUL
DISCREET
NON-AGGRESSIVE
You are easy-going and independent. You do not need to be the
center of attention, instead you graciously let others take center
stage. You have no set plans, rather you prefer to "go with the
flow," relying on your sharp instincts and intuition as situations
present themselves to you. You are very social and popular, yet
you are perfectly happy going off alone to pursue your interests.
There is a quiet confidence about you.
F
18. ANALYTICAL
TRUSTWORTHY
SELF-ASSURED
You appreciate high quality and things that endure.
Consequently, you like to surround yourself with little "gems,"
which are often overlooked by others. Culture and tradition
are important to you. You have found your own personal
style, which is elegant and exclusive, free from the whims of
fashion. Your ideal, upon which you base your life, is
sophisticated pleasure.
G
19. ROMANTIC
DREAMY
EMOTIONAL
You are a very sensitive person. You refuse to view things
only from a sober, rational standpoint. You listen to your
feelings. It is important for you to have dreams in life. You
reject people who scorn romanticism and are guided only
by rationality. You refuse to let anything confine the rich
variety of your moods and emotions.
H
20. DYNAMIC
ACTIVE
EXTROVERTED
You are quite willing to accept certain risks and to make a
strong commitment in exchange for interesting and varied
work. Routine, in contrast, tends to have a paralyzing effect
on you. What you like most is to be able to play an active role
in events. In doing so, your initiative is highly pronounced.
I
21. THE SERVICE TEMPERATURE
WORKSHOP # 2
EXCITEMENTS
WORRIES /
CONCERNS
COMPLAINTS HOPES &
WISHES
INFORMATION
I get excited
if/when my
customers….
I worry
when/ that
my
customers..
I don’t/won’t
like it if/when
customers…
My hopes/
wishes for
Basic
Customer
Service
Skills
Training
Workshop
Things I still
need to know
about Basic
Customer
Service Skills
Training…
22. SERVICE EXCELLENCE AND
ITS IMPORTANCE
Customer Service and Service Management
Characteristics of Excellent Service
Four Kinds of Service Organizations
23. Customer Service
… is the delivery of a
product or service in a
manner that is satisfactory
to the customer
24. Service Management
… is the total organizational approach to service
excellence as perceived by the customers.
• It is customer-oriented; not inwardly focused
• It is customer-driven; not product or
technology-driven
• Service is integrated; not departmentalized
• Service is a responsibility; not an extra
25. Service Management…
Service standards are not organizational tradition; not
unrealistic or non-existent
Service is a reality; not just lip service
Service programs are not only for frontline personnel;
they are also for managers
It adheres to the belief that in many instances,
dissatisfied customers do not complain, they just walk
away
26. When you are the
customer, how can you
tell that the service you
get or receive is
excellent?
27. Characteristics of Excellent Service
WORKSHOP # 1
List AT LEAST 10 (ten) qualities you look
for when you expect good service.
How can you tell good service when you
are a customer?
_____________________________________________
_____________________________________________
_____________________________________________
_____________________________________________
28. Four Kinds of Service Organizations
The Factory
High
High
Systems
and
Procedures
Low
Low
People
The Freezer
High
High
Systems
and
Procedures
Low
Low
People
Excellent Customer Service
High
High
Systems
and
Procedures
Low
Low
People
The Friendly Zoo
People
High
Low
High
Systems
and
Procedures
Low
29. DEVELOPING A CUSTOMER-
ORIENTED SERVICE CULTURE
The Customer is Always…
Memorable Customer Experiences
Analyzing Customer Characteristics
30. Rational Objectives
(ROs)
Experiential Objectives
(EOs)
At the end of the module,
the participants shall have
been able to:
1. Understand the importance
of developing a customer-
oriented service culture in
the organization;
2. Learn the difference
between the bureaucratic
and customer-oriented
service organization; and
3. Identify who their respective
customers are.
At the end of the module,
the participants shall have
been able to:
1. Feel energized in
discovering the difference
between a bureaucratic and
a customer-oriented service
organization;
2. Appreciate the value of
anticipating customer
needs; and
3. Feel enthusiastic in filling
up their customer map.
31. • Fix the problem quickly.
• Know what the company does, its services
and products.
• Know the answer to their questions and that your
answers will make sense.
• Treat them with respect.
CUSTOMER EXPECTATIONS
32. WHAT IS YOUR ROLE?
Your role is to exceed customer
expectations. At a bare minimum
it is to satisfy expectations.
33. WORKSHOP # 3
List down at least ten (10) perceptions
about the customers
The Customer is always…
________________________________
________________________________
________________________________
________________________________
34. Memorable Customer Experiences
When service providers are aware of
their customers’ real wants and
needs, and have the skills for
ensuring good customer interactions,
customers often have “memorable
experiences”.
35. 4 Kinds of Treatment
Friendly and Caring
Flexible
Problem Solving
Error Recovery
36. Friendly and Caring
People want to feel that their needs are
important to you and your organization.
People want to be treated in a friendly
way.
This can be shown even in simple ways,
such as giving information or answering
questions.
37. Flexible
People want you to be able to “go
around the system” if necessary.
People also want the system to
work for them when the present
situation does not totally meet their
needs.
38. Problem Solving
When people have problems that need
some attention, they want to know that
you are able to figure out a solution.
People want to know that they will not
be transferred or shuffled around and
left feeling that they are responsible for
taking care of their problem.
39. “Error” Recovery
When a mistake is made, people want
it to be taken cared of immediately,
and to their satisfaction.
Actually, many people are considerate
and recognize the potential of honest
mistakes.
What people want is a quick response
that recognizes that a mistake has
been made and every effort is being
done to correct it.
40. Recall an occasion when you observed or even
went through a memorable customer
experience. Identify which of these indicators
were most vital to making that experience
memorable.
1. _____________________________________________________
_____________________________________________________
2. _____________________________________________________
_____________________________________________________
WORKSHOP # 4
Recalling Memorable
Customer Experiences
41. WORKSHOP # 5
Analyzing Customer Characteristics
Image Signals Needs How to Help
1. Customer with a hearing problem.
2. Young woman with a crying baby.
3. Person who is talking very loudly.
4. Does not speak English very well.
5. Been waiting in line a long time.
6. Someone friendly and talkative.
7. Person with poor eyesight.
8. A Very Important Person (VIP).
9. Someone anxious and confused.
10. A very demanding person.
11. Keeps looking at his watch.
12. Someone new in this place.
42. “You are a key player in your
company’s success. You are
worth millions! The better your
customer service skills, the
more your organization
prospers and the better raises
and job security”
43. UNDERSTANDING OURSELVES
AND OUR CUSTOMERS
What Drives Us Crazy?
Transactional Analysis in the Workplace
Pinpointing Interaction
Tips on Not “Hooking” Customers
Customer Perceptions
Attitude is Your Key to Success
Customer Style Snapshot
44. WORKSHOP # 6
What customers say and do that drive
us (service providers) crazy
________________________________
________________________________
________________________________
________________________________
45. What we (service providers) say and
do that drive customers crazy
________________________________
________________________________
________________________________
________________________________
46. Transactional Analysis in the
Workplace
1. PARENT
a. Critical Parent b. Nurturing
- judgmental - protective
- condescending - I’ll take care of it
- I know best - let’s not argue
- always, should, never - arm around
- can’t please - “mom”/ “dad”
- feel like and “pointing finger”
2. ADULT
- unemotional/factual
- what/who/when/how
- give and ask for ideas and opinions
- problem-solving
3. CHILD
- free expression
- spontaneous
- gut level emotion
- manipulative
- self-absorbed
- know-it-all
47. Types of Transactions
1. Parallel
A person sends a direct message to someone and the
sender gets an expected response. This can occur
between any two ego states. When the response is
expected, the transaction is complimentary and the lines of
communication remain open and uninterrupted.
Examples:
P P P P
A A A A
C C C C
X: Are you attending the X: Let’s call in sick
staff meeting this morning? tomorrow.
Y: Yes, I plan to attend. Y: Great. It should be
a great day to go
off.
48. Types of Transactions
2. Crossed
It occurs when the sender is met with an unexpected
response. When this takes place, the transaction may
become blocked and communication may be closed off or
diverted. In this state, people may become angry, frustrated,
confused or withdrawn.
Examples:
P P P P
A A A A
C C C C
X: Are you attending the X: Let’s call in sick
staff meeting this morning? tomorrow.
Y: Why are you always Y: You shouldn’t be
checking on me? breaking the rules
by calling in sick
when you are not
sick.
49. Types of Transactions
3. Ulterior
It occurs when a person appears to be sending one kind of message
but is actually sending another kind of message in disguise.
Sometimes the tone of voice or body language will convey the real
message. This sort of transaction is undesirable.
Examples:
P P P P
A A A A
C C C C
X: Ms. Cortez, the policy of X: Mr. Olano, where are the
this office is to pay clerical data sheets from the
staff P300.00 per day. Accounting Department?
(Ms. Cortez, this office is (Mr. Olano, why can’t
paying you P300.00 per day. you handle your work like
That’s a lot of money for the you are supposed to?)
kind of work you’ve been
turning out.)
50. Attitude is your Key to Success
Attitude is your mental position with
regard to facts or more simply, the way
you view things.
51. Attitude is your Key to Success
• Your attitude toward customers influences your
behavior. You cannot always camouflage how you
feel.
• Your attitude determines the level of your job
satisfaction.
• Your attitude affects everyone who comes in
contact with you, either in person or on the
telephone.
• Your attitude is not only reflected by your tone of
voice, but also by the way you stand or sit, your
facial expression and other non-verbal ways.
• Your attitude is not fixed. The attitude you
choose to display is up to you.
52. Customer Style Snapshot
“The more we know about ourselves
and each other,
the better chances we
have for mutually
productive interaction.”
53. Customer Style Snapshot
TRUE BLUE
You feel best about yourself
when you are --
Being helpful to others.
You like it best when others
treat you as --
A warm and friendly person
who can be counted on to be
of help.
You feel the best people are
those who --
Look out for and take care of
other people.
Sometimes you feel things can
be better if you could --
Stand up for your self more and
not try so hard to please others.
It makes you feel bad when
others treat you as --
A selfish person who doesn’t
care about how others feel.
It bothers you the most when
other people either --
Get angry with you or when they
give you the cold shoulder.
54. RED HOT
You like it best when others
treat you as --
A strong and ambitious person
who can be counted on to be the
leader and tell people what to do.
You feel the best people are
those who --
Know how to be the boss and
get things done.
It makes you feel bad when
others treat you as --
A wishy-washy person who
doesn’t know what he/she wants.
It bothers you the most when
other people either --
Betray their loyalty to you or
when they won’t listen to you.
Sometimes you feel things can
be better if you could --
Let other people have their way more
often and not try to run things all the
time.
You feel best about yourself
when you are --
Being the leader of others.
55. COOL GREEN
You feel best about yourself when
you are --
Being a person who counts on
himself/herself to get things done.
You feel the best people are
those who --
Use their heads and are good at
keeping their cool.
Sometimes you feel things can
be better if you could --
Be friendlier toward others and not be so
suspicious of what they are trying to do.
It makes you feel bad when
others treat you as --
A person who is too emotional and can’t
keep his/her cool.
It bothers you the most when
other people either --
Try to push help on you or when they
push you to do things their way.
You like it best when others treat
you as --
A careful person who could be
counted on to think things through.
56. RAINBOW
You feel best about yourself
when you are --
You like it best when others
treat you as --
You feel the best people are
those who --
Sometimes you feel things can
be better if you could --
It makes you feel bad when
others treat you as --
It bothers you the most when
other people either --
Being with others and doing
things together.
A person who can be counted on
to act in whatever way is needed.
Can fit into any situation easily
and can stick together.
Be more consistent in how you
act and not be so wishy-washy.
A rigid person who just can’t fit
into the group.
Accuse you of always doing the
wrong thing or when they accuse
you of letting everyone down.
57. SKILLS IN BUILDING
CUSTOMER SATISFACTION
Fundamental Skills in Customer Interaction
Dealing with Complaints
Saying “No” Without Antagonizing
Handling Difficult Customers
58. Fundamental Skills in Customer
Interaction
________________________________
________________________________
________________________________
________________________________
59. SKILLS IN BUILDING
CUSTOMER SATISFACTION
1. Dealing with Complaints
1. Saying “No” Without
Antagonizing
3. Handling Difficult Customer
Three Critical Types of Customer Interaction
60. Dealing with Complaints
Remember
ACKNOWLEDGE
• Good eye contact
• Nodding
• Non-verbal: body and voice
• Sub-verbal
• Focused attention
LISTEN
• Paraphrasing
• Ask questions for
clarifications
• Reflecting on feelings
• Summarizing
61. Techniques in
Dealing with Complaints
1. Allow the customer to vent, let off steam, if
appropriate or necessary.
2. Apologize in order to show your sincere
concern.
3. Educate the customer on how best to access
the service or use the system.
4. Ask open questions to determine the source of
the problem.
5. Openly explain what action you will take to
help resolve the problem.
62. Techniques in
Dealing with Complaints
6. Thank the customer for bringing the issue to
your attention.
7. Under promise but sometimes over deliver.
8. Write complaints down.
9. “Escalate concern” to empathize.
63. Dealing with Complaints Exercise
Typical complaints you hear from some of your customers:
1._____________________________________________
2._____________________________________________
3._____________________________________________
PRACTICE EXERCISE:
Take one of the typical complaints and write a simulated dialog on how
you deal with it. Be sure to use one or more of the skills listed on page
43 of the participants manual. Discuss your approach with others in
your table group.
________________________________________________________
________________________________________________________
64. Saying “No” without Antagonizing
Remember
ACKNOWLEDGE
• Good eye contact
• Nodding
• Non-verbals: body and voice
• Sub-verbals
• Focused attention
LISTEN
• Paraphrasing
• Ask questions for
clarifications
• Reflecting on feelings
• Summarizing
65. Techniques in
Saying “NO” Without Antagonizing
1. Use a warm and cooperative voice to reduce
irritation and put them at ease.
2. Explain why, to reduce tension.
3. Eliminate the jargon and (government) double
talk to establish rapport.
4. Say “NO” in a courteous way.
5. Restate policy or procedures in a friendly tone.
6. Give the benefit to the customer first.
7. Suggest alternatives. Be a problem-solver for
the customer.
66. Remember
ACKNOWLEDGE
• Good eye contact
• Nodding
• Non-verbal: body and voice
• Sub-verbal
• Focused attention
LISTEN
• Paraphrasing
• Ask questions for
clarifications
• Reflecting on feelings
• Summarizing
Handling Difficult Customers
68. The Dirty Dozen
SHERMAN TANKS
They are those who bully their
way around others to get what
they want, regardless of who
gets hit or trampled upon along
the way. They are the hardy
and battle-scarred bunch who
are used to getting their way by
intimidating others.
69. The Dirty Dozen
SNIPERS
They pick on you or on others
behind your back. Snipers like
to complain but can’t seem to
do it up front from the person
concerned. They prefer to do
their complaining behind your
back through and to other
people.
70. The Dirty Dozen
EXPLODERS
They are short-tempered
characters who blow up at the
slightest provocation. Little
inconveniences become major
problems eliciting the loudest
voice and an assortment of
expletives.
71. COMPLAINERS
They always have something to
fret about and will be noisy to
anybody about it. Nothing and
no one will ever be good
enough because “the grass is
always greener on the other
side.”
The Dirty Dozen
72. The Dirty Dozen
CLAMS
They are the quiet type who never
say anything up front. They keep
their problems, worries, and
complaints all to themselves. So
while every-thing will seem fine as
no complaints are heard, their
irritation is sometimes manifested
in other non-verbal ways. And this
may even be more disruptive than
if they just say what could have
been said.
73. The Dirty Dozen
SUPER-AGREEABLES
They are a pack of happy
people who seem to always
agree with you on just about
anything. But they can’t seem
to make up their minds because
they will also agree with just
about anybody even if
conflicting views abound.
74. The Dirty Dozen
NEGATIVISTS
They always see rain on
anybody’s parade. For them
things will always turn out for
the worse, never better. Instead
of looking at a glass half-filled
with liquid as a half-full glass, it
will always be a half-empty
glass.
75. The Dirty Dozen
BULLDOZERS
They are like Sherman Tanks,
only they are more vociferous
and noisy. They will primarily
get their way by bullying people
through verbal assault.
76. The Dirty Dozen
BALLOONS
They are the airy type, high-flying,
but insubstantial. They often talk a
lot of things, but you will easily
have to swim into their ideas to get
what they are saying.
77. The Dirty Dozen
PROCRASTINATORS
They belong to the “there is
always tomorrow” club. They
never get things done on time
because they are always sure
they will always have time to do
things later in the day.
78. The Dirty Dozen
SELECTIVE LISTENERS
They always seem to listen intently
to what you are saying. But when
they open their mouth it will be
revealed that they only heard what
they wanted to hear. Or that they
will only retain what they want.
They are oftentimes subjective and
may sometimes take you out of
context.
79. The Dirty Dozen
TRIVIAL PURSUITERS
They are always one step
behind a magnifying lens
looking for the slightest mistake.
They are never at rest at looking
for something to complain
about. And they seem to enjoy
what they are doing.
81. THE CHALLENGE OF SERVICE
Cycle of Service
Action Planning
My Daily Prayer for Excellence in Customer Service
82. Cycle of Service
How is a service different from a
product ?
Qualities of excellent service
Drawing up a cycle of service
83. Rational Objectives (ROs) Experiential Objectives (Eos)
At the end of the session,
participants shall have been
able to:
• Differentiate a service from a
product;
• Identify qualities of excellent
service;
• Learn how to draw up a cycle
of service;
• Analyze cycles of service and
key Moments of Truth in their
department/office; and
• List customer expectations in
each Moment of Truth.
At the end of the session,
participants shall have been
able to:
• Discover that service is
different from a product;
• Appreciate the significance of
excellent service;
• Get excited in analyzing the
cycles of service and key
Moments of Truth of their
office/department; and
• Show eagerness in describing
customer expectations of their
office/department.
84. How is a Service Different from a
Product?
Requires human contact – Service is more personal; there is
human interaction involved.
Expectations Shape Satisfaction – What one expects is the
basis of one’s level of satisfaction. If a person expects to be
treated warmly and nicely, then it is how she/he is treated that
will satisfy that person.
More staff = Less satisfaction – Service does not mean that if
there are more people or employees, then the customers are
satisfied. The opposite may even be true.
Customer Owns Nothing Tangible – The service that
customer experiences is behavioral and qualitative, unlike a
piece of paper produced in factory which can be seen and
touched.
Perception = Reality – Service quality is largely determined by
customer perception. Perceptions are highly subjective. They
may not be logical, accurate or fair, but they’re real and they are
powerful (Discend, 1991).
Quality = Process + Staff Attitude – There is more to quality
service than just processes and procedures. Staff attitude also
counts.
85. The cycle of service is a way of looking
at a customer’s total service experience,
step-by-step. The cycle begins at the
customer’s very first point of contact with
the organization. It ends when the
customer considers the service complete.
Drawing up a Cycle of Service
86. Cycle of Service
(Eating in a Restaurant)
Ask for
Menu
Place
Order
Go to CR
Wait for
food
Watch setting
of table
Watch while
food is serve
Eat food
Ask for bill
Pay bill
Wait for
change
Leave table
Get out of the
restaurant
Enter the
Restaurant
Look for
table
Excellent service is profitable. If your
customer is satisfied with the
service, he/she comes back for a
repeat transaction; if he/she is not
satisfied, he/she does not come
back. The cycle is broken, you lose a
customer, and you lose business.
89. Rational Objectives
(ROs)
Experiential Objectives
(EOs)
At the end of the module, the
participants shall have been able
to:
1.Know the things they need to
watch out for in providing excellent
service to customers; and
2. Identify actions to be taken in
facilitating the development of a
customer-oriented service culture
in their respective
departments/offices.
At the end of the module, the
participants shall have been able
to:
1.Get excited in applying all the
things they have learned in the
training; and
2.Commit themselves to the
development of a customer-
oriented service culture.
90. My Daily Prayer for Excellence
in Customer Service
Lord, help me make this day a good one by giving me the wisdom to treat
myself and others with care and respect;
Help me to understand our customers’ point of view, and allow me to work
with them so that I can help in solving their problems;
Remind me never to say “that’s not my job, I just work here” or any other
phrase that indicates lack of concern for our customers;
Allow me to remember to use my skills in diffusing anger and in managing
myself in a mature, professional way in the face of pressure and stress;
Help me to view our customers as “shareholders” who have invested their
tax pesos into my job so that I may provide them with a “return on
investment” by treating them with respect; and
Lord, give me the wisdom to protect myself against abusive behavior;
enlighten the mind of my boss, so that he will support me with praise,
coaching and recognition of my skills. Amen.