Advanced customer service

Robel Teferedgne
MBA marketing
BA business education
 Ground Rules
• Participate
• Ask questions
• Work in groups
• Don’t dominate discussions
• Share your experience
• Respect others idea
• Active listening and full engagement
• Switch off your mobile
• Be punctual
 Self awareness
 What I will be! Your Vision for the next 5 years
 My Strengths (2) & weakness (2) in the area of customer
service.
 What I expect! What do you expect from this training?
 What I like to do! (what are your hobbies or any thing you
want to tell us about yourself)
 What is service to you.
Relationship -
Management
 Emotional Intelligence at Work
Four components:
1. Self-Awareness
2. Self-Management
3. Social-Awareness
4. Relationship -Management
 Objectives of the training
• Change and attitude for better customer service

• Understanding Customer, Service, customer service

• Provides the basic skills and knowledge that are needed for an
excellent customer service.
• Discuss the importance, relevance to us and applications of
great customer service
• The rules, dimensions and principles for great customer
service
• Basic communication skills, team work, how to handle
complaints, intrapersonal skills, emotional intelligence
Change and Positive Attitude

why do we need
to change?
Change in
ASK!!!
 Change
“Change is the law of life. And those who look
only to the past or present are certain to miss
the future.”

John F. Kennedy, U.S. President

Nature & Type of Change 8

“The Pursuit of excellence begins with the most
humble steps”
Zig Ziglar

Human relation is 80% attitude

and
20% skill and knowledge
The eagle story!
 Proverbs
• “elefe silu elef Yegegnale”
• “Yerega weha…”
• “yaltegelabete Yarale”
• “adro karia”
• “tatebo cheka”

• Change for the better. /Quran/

• Renew your self and be transformed. /bible/

• The only thing that does not change is change itself.

• “Change we can” /president Obama/

 What is Change?

It is a transition from where we

are to where we want to be

Where we Where we
are want to be

Nature & Type of Change 12

 What are the natures of Change?

• Change has always been part of our life

• Change is a process and not a destination

• It never ends, regardless of how successful

you are this year, there is always next year
• The only constant is change

Nature & Type of Change 13

 Resistance to change

“Itis the nature of man as he

grows older … to protest
against change, particularly
change for the better.”
John Steinbeck

Resistance to Change 14
Look from different angle
 Why do we resist Change?
• Threat of loss of power
• Fear of the unknown

• Habit & inertia

• Love of the status quo

• Changed social relationships

• Lack of knowledge and skills required to

change
• Wrong attitude Resistance to Change 16
 Habit? Resisting change

Customer Service Excellence, Sales and

Interpersonal Skills
 Proverbs against change

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The Dangers of routine lifestyle
Causes us to see the world in one eye (Single and
narrow vernacular)
We never progress (It doesn't provide growth)
We become ignorant to the normal human
development (There are stages of change that we
naturally go through)
It is boring.
We tend not to be creative.
We resist new ideas and challenges
Potential of people is wasted

Nature & Type of Change 19

Change your View
 Change is beautiful !
“Do not be disgusted by the caterpillar the butterfly is yet to
come!”
Change management Approaches
Purpose Truth Action

Three-Step Change Process (Loehr & Schwartz)

 Change management… Cont’d
1. Define the Purpose:

•your goal here is to surface and articulate the most important

values in your lives and to define a vision for yourselves, personally
and professionally.
•Look honestly at who you are today, it is impossible to chart any
course of change with out it.
 Change management… Cont’d
2. Face the Truth:
• Start by collecting credible data, assess the current condition
and status
• To make the data more objective ask your spouse, family and
friends
 Change management… Cont’d
•Do not underestimate the consequences of your choices, on the
quality, quantity, and focus of your lives
•a uniquely high source of energy for change is fueled by
connecting to a set of values and creating a compelling vision. It
also serves as a compass for navigating the storms that inevitably
arise in our lives.
 Change management… Cont’d
3. Take action:
“We are what we repeatedly do.” Aristotle

• It is the process of closing the gap between who we are now

and who we want to be, in your journey of achieving your
dream.
• It involve your personal development plan expressed in your
day to day activities.
• Evaluating our habits and keeping those which serve us well!
 Approaches to Managing Change

Three-Step Sequential Change Process

Lewin's Three-Step Model

Unfreezing Change Refreezing

 I. What is unfreezing?
Unfreezing involves the vowel concept or the
following:
• Awakening- the aha moment
• Energizing- the I can do it moment
• Initiating- getting ready for kick off
• Orientation recognition
/Acknowledging that status quo is not viable/
• Unfasten from the past- disengage or undo

Managing Planned Change 28

 II. Change

* Mobilizing- move, move, move

In business, the competition will
bite you if you keep running. If
you stand still, it will swallow
you.
(William S. Knudsen, former Chairman of GM)
 Change
* Envisioning- vision- where is my destination
* Implementing- take action

* Creating and adopting a new direction with

positive attitude; with reflection.

“Attitude is every thing.”

• Apparently now we must all change
to survive. Any manager not
involved in changing something, and
changing it radically, is assumed to
be a managerial dinosaur headed
for rapid extinction.
(Neil Glass)
 III. What is refreezing?
Refreezing involves the following:
• Reinforcing – keep it going
• Enabling – making the change possible
(belief)
• Institutionalizing – make it a life style
• Absorbing the new behaviors, attitudes and
practices
 Our attitude towards change
• Change is not the same to all people. Some people:
 Make changes happen
 Want changes to happen
 Watch things change
 Don’t even suspect anything is changing
 Don’t care what is changing
 Don’t want anything to change
 Hope nothing changes
 Purposes of Change
• To meet changing customer needs

• To take advantage of new opportunities

• To meet changing market conditions

• To respond to internal pressures

• To respond to external-competitive pressures

• To be demanded in the volatile environment

 Self awareness
 What I will be! Your Vision for the next 5 years /SMART/

 My Strengths (3) & weakness (3) in the area of customer

service.

 What I like to do! (what are your hobbies or any thing you
want to tell us about yourself)
Relationship -
Management
 Habit? Resisting change

Customer Service Excellence, Sales and

Interpersonal Skills
 Attitude
•Attitude is the way a person views something or tends to
behave towards it, often in an evaluative way.

•Attitude is the reactive nature of an individual towards life

situations.

“Attitude is everything!”
• Attitude slide and video
 Positive Attitude
•Attitude could be positive as well as negative.

•It is necessary to show a positive attitude while dealing

with customers.

•Positive attitude brings confidence and energy into a

person and cope stress and problems in a better way.
 ‘self talk’

• One of the most powerful influences on your

attitude and personality is what you say to
yourself – your ‘self talk’
 Negative Self Talk
•According to experts, 80% of our internal dialogue is
negative.
•What we say to ourselves internally affects the quality of
our lives, and our ability .
When negative people explain bad things,
• They internalize them… “It’s me again.”
• Consider them permanent… “It’s always this way.”, and
• They generalize it… “Life sucks.”
 Self-talk
People with Negative self People with Positive self
talk talk

• Internalize it • Externalize it
Bad thing

• Generalize it • Isolate it
• Consider it permanent • Consider it temporary

• Externalize it • Internalize it
Good thing

• Isolate it • Generalize it
• Consider it temporary • Consider it permanent
 Negative Self Talk … Cont’d
Here are some of mostly used statements by such
people….
•“I screwed up again.”
•“This good weather won’t last.”
•“It’s ALWAYS a mess when I meet someone new.”
•“This party is great, not like mine.”
•“This is fun for now.”
• “Well, THAT went okay, I guess”
 Positive Self Talk
When Positive people explain bad things,
•They externalize them… “The weather caused it.”
•Consider them temporary… “That was a rough couple of
hours.” And
•See them as isolated…. “That part of the plan didn’t work,
but…”
 Positive Self Talk … Cont’d
When they explain good things,
•They internalize them… “Life is great!”,
• They consider them to be more or less permanent
changes… “Now I know how to do this.” and
• Generalize from them … “Things are working out well.”
 Positive Self Talk … Cont’d
Here are some of mostly used statements by such
people….
•“That just went bad due to the weather.”
•“It was rough for an hour or two.”
•The car broke down, but the trip was fun.”
•“I’ve done well with this.”
•“This has become a great business to be in.”
• “I like the way things are going.”
 Positive
feeling

Positive Positive
thought behavior

Happiness Increased
and great job productivit
satisfaction y
What shall
we do
then???
Improving your Attitude for better life and
exceptional customer service
1. Your attitude is your choice.
•Do not blame others or circumstance for your attitude.
• You and you alone are responsible for your attitude today.

“No matter what happened to you yesterday, your

attitude is your choice today”
Improving your Attitude … Cont’d
2. Your attitude determines your actions
3. Your attitude is contagious… people near you will
mirror your attitude- i.e. the poor attitude you display
reflects on your customers, your family members, friends
and colleagues.
4. Your attitude toward other often determines their
attitude towards you.
 Interpersonal Relationship skills
Self
Awareness
Problem Team
Solving Building

Interpersonal
Relationship
Skills

Communication Motivation
 What are the skills?

Self- Awareness
Communication
Motivation
Team Building
Problem Solving
 Self Awareness
Knowing yourself: your strengths, values and motivations (how
you perform best)
No one is perfect, knowledge of our strengths and weaknesses
can help us gain insights in to areas we want to change and
improve.
To have the qualities of emotional intelligence you need to have
self awareness.
You need to know yourself to be in touch with your motivations,
to have empathy, and to be authentic.
 Self Management
Self-assessment is a point of departure. After you know
yourself, the next step it managing it.
Self Management involves:
Setting goals: SMART
Clarifying personal values, developing vision and mission
Planning your action and implementation: put a step by step
action based on your SWOT to arrive at your vision
(destination).
 Motivation
The following basic skills will help you get motivated and be on
track
Setting goals
Get a coach, counsel and/or mentor
You may have different persons in different parts of your
life
Practice Discipline
 you may delegate some one to be responsible over you.
 Problem Solving
Creative Problem Solving:
Problem awareness
Problem definition
Decision making
Action plan implementation and follow-through
Conflict resolution
Collaborating: I win, you win.
Compromising: both win some and lose some.
Accommodating: I lose, you win.
Competing/Forcing: I win, you lose.
Avoiding: I lose, you lose.
 Team Building
Knowing the different stages of team:
Forming: individual roles, norms, communication and trust
Storming: attitude fluctuations, resistance, conflict, lack of
collaboration
Norming: acceptance of the team, members, role, rules and
procedures
Performing: gaining insight to process, personal strengths and
weaknesses, close attachment
 communication
• Effective communication
• Use of verbal, non verbal and para verbal
communication
• Understanding the target audience
 Emotional Intelligence at Work
Four components:
1. Self-Awareness
2. Self-Management
3. Social-Awareness
4. Relationship -Management
 We need to have high level of Emotional
Intelligence

Emotional Intelligence is

the ability to know, gage, control, predict, utilize and

understand our emotion and that of other people
around us.

the understanding and management of our emotion,

self awareness, social awareness and relationship
management.
Relationship -
Management
 Self-Awareness
 Recognize your emotions and their effects.
E.g.;
 Know which emotions we are feeling and why
 Realize the links between our feelings and what
we think, do, and say
 Recognize how our feelings affect our
performances and management of others
 Have a guiding awareness of our values and
goals
 Self management
• Develop Self-Confidence: Sureness about our
self-worth and capabilities.
• Develop Self-control, managing disruptive
emotions and impulses.
• Trustworthiness: Maintaining standards of
honesty and integrity.
• Conscientiousness: Taking responsibility for
personal performance.
 Self management cont.
• Commitment: Aligning with the goals of the
group or organization.
• Initiative: Readiness to act on opportunities.
• Optimism: Persistence in pursuing goals
despite obstacles and setbacks.
• Empathy: Sensing others’ feelings and
perspective, and taking an active interest in
their concerns.
 Self management Cont.
• Adaptability: flexibility in handling a
change.
• Innovativeness: Being comfortable with and
open to novel ideas and new information.
• Achievement drive: Striving to improve or
meet a standard of excellence.
 Action plan
Activity deliverable Responsible Time budget
person frame
Emotional
Bank
Account
 Deposits
When we make emotional deposits into
someone’s bank account, their fondness, trust,
and confidence in us grows. Example;
• Empathy
• Being kind
• Apologizing
• Being loyal to those not present
• Lifting them up
• Encouraging
• Giving…
 Withdrawals
When we make withdrawals, our balance
becomes low or even overdrawn, bitterness,
mistrust and discord develops.
Example,
• speaking disrespectfully
• putting people down
• Acting in rude and discourteous ways
• not saying "I'm sorry“, thank you, please or
saying it insincerely
 Cont…
• Making and keeping promises
• Forgiving
• Doing sweet things for others
• Compromising or giving up what we wanted so
that our partner could have something they
wanted.
• Sharing intimacy, sincere affection, and
appreciation.
• Sacrificing, surprising, going extra mile…
• Criticizing, complaining and talking about others in
negative ways when they're not around /back biting/
• Making commitments and rarely following through,
failing to keep promise, late or absent in
appointment
• Being quick to make offense
• Holding grudges, not forgiving and forgetting
• Throwing people's past mistakes up to them
• Nurturing grievances and creating complaining
environment
• Being absent from social occasions /funerals,
wedding,…