Service Delivery As A Tool of Good Governance and To Enhance Customer Satisfaction

Service Delivery as a
tool of Good
Governance and to
Enhance Customer
Satisfaction
TRAINING
Arega Enbiale
Elias Gizachew
Waktole feyissa,
and
Wudineh Mehari
March, 2014
Nekemte, Ethiopia
Service Deliveryd as a tool of Good Governance and Customer Satisfaction
The concept of Customer Satisfaction is to

focus training on Four soft skill areas (or
competencies).
They are:
Good Governance
Meaning of good Governance

Principles of Good Governance
Characteristics of Good governance
Service Delivery
Interacting with others,
Dealing with Angry Customers, and
Satisfying Customer Needs.
Decision-Making
Dealing with Customer Problems,
Prioritizing Customer Needs,
Referring to Others,
Following Company Guidelines, and
Developing Alternative Solutions.
Customer Satisfaction
Increasing Customer Loyalty,
Improving Customer Relations, and
Improving Quality of Operations.
This training is for YOU

its about YOU
YOU are the only person that can decide
how valuable it is to YOU
You must decide how it can apply to your
daily behavior and all aspects of your life
Your role in this training is to be a full and
active participant in the discussion and
exercises included in the material
Enabling the trainees to understand the

role of good governance in customer
satisfaction,
Enabling the trainees to improve their
interaction with the customers,
Enhancing the decision making ability of
the trainees, and
Making the trainees to be committed to
their task and enables them to strive
towards providing quality service to their
customers.
There is only one boss, and whether a

person shines shoes for a living or heads up
the biggest corporation in the world or leads
a country, the boss remains the same.
It is the customer!
Why do we need to treat our Customers well?
We are the front liners

They are our pay master
They are the reason why I do my job
They are the reason why Wollega university Exist
1.1 What is Governance?

The exercise of political, economic and
administrative authority in the management
of a countrys affairs at all levels.
Actors exercising governance include:
central government,
state or provincial government,
local government,
non-governmental organizations (NGOs),
community-based organizations (CBOs) and
the private sector.
Service Deliveryd as a tool of Good Governance and Customer

Satisfaction
1.
Focusing on the organizations purpose and on

outcomes for citizens and service users
Making sure that users receive a high quality service.
2.
Performing effectively in clearly defined

functions and roles
3.
Making sure that taxpayers receive value for money.
Being clear about the functions of the governing body.

Being clear about relationships between governors and
the public.
Promoting values for the whole

organization and demonstrating the values
of good governance through behavior
Satisfaction
Putting organizational values into practice

Individual governors behaving in ways that uphold and
exemplify effective governance
4. Taking informed, transparent decisions and

managing risk,
Being rigorous and transparent about how decisions are

taken
Having and using good quality information, advice and
support
Making sure that an effective risk management system is
in operation
5. Developing the capacity and capability

of the governing body to be effective
Making sure that appointed and elected governors have the

skills, knowledge and experience they need to perform well.
Developing the capability of people with governance
responsibilities and evaluating their performance, as
individuals and as a group
6. Engaging stakeholders and making

accountability real
Taking an active and planned approach to dialogue
with and accountability to the public
Taking an active and planned approach to
responsibility to staff
Engaging effectively with institutional stakeholders
2.1 Interacting with Customers
Get to Know Your Customers:

Before you can build a relationship with a
customer, you first have to greet the
customer in a way that makes him or her
feel welcome and comfortable doing
business with you.
First impressions is Last impressions.
Satisfaction
Your initial greeting should:

Acknowledge the customers presence.
Dont make a customer wait too long.
explain that you will be right with them.
call on another sales associate to help.
Project a professional and friendly image.

Looking professional isnt only about how you
dress.
It also has to do with acting in an alert and
courteous/polite way.
Smile and act interested in them!

Satisfaction
Communicate to the customer that he or

she is important.
Show the customer that you are there to serve

them.
Become the expert in your product.

make sure you are knowledgeable about a
service.
Provide the information the customer is
looking for.
Dont be pushy.
Customers dont expect you to be perfect.

They expect you to fix things when they go
wrong.
The way you deal with angry customers can

make or break the relations you have with
them.
Customers have their own zone of tolerance.
There will be situations when customers have
expectations of
Service that are not met,

Needs that cannot be met,
Wants that cannot be satisfied.
This can cause the customer to become angry.

The Provider Gap

G1-Not knowing what customers expect
G2-Not selecting the right service design and
standards
G3-Not delivering to service standards
G4-Not matching performance to promises
Customer gap
Customer expected service
Customer perceived service
Any gap will make the customer to be
angry.

Satisfaction
1.
2.
You are getting feedback on problems

and have an opportunity to fix them.
If Customers are complaining to you; do
the following
Thank the customer for bringing this
issue to your attention.
Listen carefully. Remember: This is an
opportunity for improvement.
3.
4.
5.
Be compassionate, and dont make

excuses, You are not accepting blame but
acknowledging the customer
inconvenience.
Dont be defensive. Remember: When
you get defensive, you become part
of the problem and not part of the
solution.
Ask open-ended questions in order to gain
more information about the situation.
Satisfaction
B: Built relationship and ambience
Make them feel welcomed

E: Environment
Make them comfortable
S : Satisfy the customers needs.
Listen attentively and write down the

complaints and the contact no.
T : Thank the customer for providing us the
feedback for our service improvement

Satisfaction
Observing Your Customers

Getting to know a customer begins with
your first encounter, and
satisfying their needs means observing
their actions.
Before simply asking, Can I help you?
look for clues to their needs and desires.
For example, The customer walks to the
window through which you are serving
the customer. S/he stands at their and
looking around.
As a customer service professional, you have

the power to make or break your company.
You are the front line in delivering quality
service to your customers.
Make sure you do a lot of listening and not
too much talking.
Use positive words or phrases rather than
emphasize the negative. E.g. say Just a
second than saying wait.
Put yourself in the customers shoes.
Make eye contact with the customer.
Satisfaction
The following list contains examples of

nonassertive language .
Poor eye contact while speaking
Weak (limp fish) handshake
Use of verbal paralanguage such as ah, um,
you know
Soft, subdued tone
Finger pointing; blaming others
Being hesitant or unsure
Confused speech, not really stating a specific
question or information
I Cant
Free
Sadly
Wait
I will try
Discount
Unfortunate
ly
Just a
second,
please
I dont know
Cost
problem
Dont worry
No problem
You will
have to
Its a policy
Ill check
Ill refer to the
management
We will take action
quickly
Ill get back to you
soon
What we can do
As per advised by the
management
3.1 Dealing with Customer Problems

Dealing with customer issues/problems
quickly and professionally is part of
providing a high-quality customer-service
experience.
Everyone has his or her own customerservice nightmare story.
So its easy to understand how a customer
might perceive things from their side of the
counter when they confront you looking for
solutions.
Satisfaction
Dealing with Customer Problems

The steps to take when you face a
customer problem either on the phone or
in person.
Step 1: Remain Calm yourself
When a customer begins to vent their
frustration, it is important to remain calm
yourself.
Do not take things personally and assume that
the customers frustration is directed at you.

Satisfaction
Step 2: Allow the Customer to Vent
Do this without interrupting.
Step 3: Identify and Re-phrase the

Problem
In order to make sure you understand the
problem, in your own words paraphrase what
the customer is saying and feeling
Responding with empathy and following with
problem-solving are far more effective in
keeping the relationship with the customer.
Step 4: Identify Possible Solutions
Consider all possible solutions. They should

reflect a number of alternatives.
Step 5: Select the Best Solution

Consider Positive and negative results from
both the companys and the customers
perspectives.
Selecting the best solution.
Lets examine just who our customers are.

We have two type of customers
External customers
Our external customers are those who are
not part of our organization but are
affected by our products and services.
Internal
Our internal customers are members of
our organization and are affected by our
processes, products, and services.
Relationships with your internal

customers are also important.
Getting along with others is key to your
success at work.
We must extend all the same courtesies
to internal customers that you do to
external customers, in some cases more
so.

Satisfaction
1.
Stay Connected
2.
Since relationships within the organization are

so important; go out of your way to make
contact with internal customers.
Drop by their work area to say hi, send an
email, or leave a voice-mail message.
Keep Commitments
Dont forget that if you depend on internal

suppliers for materials, products, or
information, these people can negatively
affect your ability to serve external customers
by delaying or withholding items you need.
3.
Share How You Feel
4.
Build a Professional Reputation
5.
Whenever something goes wrong or you are

troubled by something, go to the person, talk
about the situation, and work it out in a
professional manner.
Go out of your way to let your internal customers
and your boss know that you have a positive, cando, customer-focused attitude.
Preserve Sound Working Relationships
Avoid gatherings of friends and loud conversation

in your work area. Respect your coworkers right to
work in a professional environment.
6.
7.
Maintain good grooming and hygiene

habits.
Avoid unloading personal problems.
8.
Do not burden coworkers with your problems.
Pitch in to help and Be truthful.
If you have spare time and your coworkers

need assistance with a task, volunteer to help.
Not every customer visits the office in person.

These phone-in customers deserve the same
quality of service you deliver to customers in
person.
But, at the same time, you have to be able to
deal with the customer at your counter who
wants you to serve immediately and another
customer waiting in line to ask you a question.
There are several things you have to consider
when trying to balance customer needs.
Excuse yourself to answer the phone.

Reassure the in-office customer that you
will get right back to her.
Answer the phone promptly; identify
yourself and your department. Speak
clearly, directly into the mouthpiece, and
at a normal pace.
Help the customer immediately if
possible. Direct the call to the right
department,
Satisfaction
Sometimes, the best decision is to refer

the customer to someone else in the
organization or to another organization.
Ways to Refer to Others
ways to help you decide when to handle
the situation yourself or when to refer to
someone else in the organization, your
internal customers.
Identify the situation.
Based on company guidelines, determine
whether you have the power to deal with this
situation.
Other ways Determine to whom to refer the

situation and Follow up to make sure the
situation was handled.
If you do not know the answer, ask your
supervisor or refer the customer to someone
who does know the answer .
Meeting Customer Needs

There will be times when you will not be
able to meet the immediate needs of
your customer.
This is where being a creative problemsolver can really help you achieve
customer loyalty.
Generate a list of situations in which an
office may not be able to give customers
exactly what they requested.
Satisfaction
First, get permission from the customer by

asking questions such as:
Could I suggest another possibility?;
Would you consider a comparable substitute?
Are you set on that particular brand?
if you are unable to answer the customers
question
take care of the customer in your department,
tell him where he can go for help
Give the customer clear directions
possible, take him to the right area.
4.1 Increasing Customer Loyalty

Customer loyalty is won by providing
extra service for the customer.
Organizations must assess individual
needs and determine how to meet those
needs better than the competition does.
Some of the ways to exceed customer
expectations are:
Get to know your customers
use database management programs to log and

catalog contact and customers, as well as to keep
detailed notes on each contact with a customer.
Give customers special treatment

Deal with one customer at a time
As you listen to the customer, focus all your
attention on the customer so that you can
identify and address her/his needs.
Identify and satisfy customer needs

quickly
By effectively gathering information, you can

then move to the next phase of customer service.
Exceed Expectations
Follow up
By going out of your way not only to satisfy

customers but also to wow them by doing,
saying, and offering the unexpected related
to service, you are exceeding expectations.
The prime objective is to let them know that
you have not forgotten them and appreciate
their business and support.
Encourage customers to return
Smile, remind the customer you are available

to help in the future, give an opportunity for
last-minute questions, and invite the customer
to return.
Satisfaction
A customers perception of quality service is

often one of the prime reasons for his return.
Your organizations ability to deliver quality
service depends on you and your coworkers.
Ways of getting feedback
Customer Surveys
Face-to-face
Call them on the phone
Mail them a questionnaire
Email them an invitation to take a
customer-satisfaction survey
Based up on the feedback we can improve

the quality of our products and services
10 Ways toEnhance Customer
Satisfaction
Communicate ( follow up thir satisfaction)
BeConfident (Customers like to deal with
people who know what they are doing)
Be Professional (The customer is always
right even when they are wrong)
BuildCustomer Confidence (re-assure them
that they have made the right decision)
Build Value (Reputation)

Ask the customer ( If they want
something else)
Dont send out surveys
BeTHE Solution (Take away the problem
and be the solution)
Thank the Customer
Smile
Statistic about the lost of Customers:
1%
3%
9%
19%
68%
Die
Move away
Go away for cheaper prices
Are chronic customers
Leave due to bad service
TAHNK
YOU!!!

Service Delivery As A Tool of Good Governance and To Enhance Customer Satisfaction

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Service Delivery as a

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

The concept of Customer Satisfaction is to

Meaning of good Governance

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

This training is for YOU

Enabling the trainees to understand the

There is only one boss, and whether a

Why do we need to treat our Customers well?

We are the front liners

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

1.1 What is Governance?

Actors exercising governance include:

Service Deliveryd as a tool of Good Governance and Customer

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Focusing on the organizations purpose and on

Performing effectively in clearly defined

Making sure that taxpayers receive value for money.

Being clear about the functions of the governing body.

Promoting values for the whole

Putting organizational values into practice

4. Taking informed, transparent decisions and

Being rigorous and transparent about how decisions are

5. Developing the capacity and capability

Making sure that appointed and elected governors have the

6. Engaging stakeholders and making

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

2.1 Interacting with Customers

Get to Know Your Customers:

Your initial greeting should:

Project a professional and friendly image.

Service Deliveryd as a tool of Good Governance and Customer

Communicate to the customer that he or

Show the customer that you are there to serve

Become the expert in your product.

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Customers dont expect you to be perfect.

The way you deal with angry customers can

Service that are not met,

This can cause the customer to become angry.

The Provider Gap

Service Deliveryd as a tool of Good Governance and Customer

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

You are getting feedback on problems

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Be compassionate, and dont make

B: Built relationship and ambience

Make them feel welcomed

Make them comfortable

S : Satisfy the customers needs.

Listen attentively and write down the

Service Deliveryd as a tool of Good Governance and Customer

Observing Your Customers

As a customer service professional, you have

The following list contains examples of

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Service Deliveryd as a tool of Good Governance and Customer Satisfaction

Service Deliveryd as a tool of Good Governance and Customer Satisfaction