Fortune News | Jul 03,2021
May 7 , 2022
By Tigist Solomon ( Tigist Solomon is passionate about socio-economic issues, especially in Sub-Saharan Africa. She can be reached at email@example.com. )
Many businesses in Addis Abeba offer a variety of services to the public. Most that are well profitable operate for an extended period of time, often expanding their activities through new marketing strategies and techniques, thereby increasing sales and profits.
Entrepreneurship is indeed a growing phenomenon in Ethiopia, though in its early stages, either with the support of non-profits or using independent financing. For instance, most non-profit organisations, both local and international, support unemployed women and youth to engage in small businesses and generate income. They provide them with the necessary support, such as financial training, including saving and credit, as well as specific business-oriented vocational training. Subsequently, these women engage in commercial activities, mainly small businesses, that help them earn income and support themselves and their families.
The support from NGOs is primarily aimed at women with children and without income through collective or independent activities. The results are positive, where most beneficiaries of the program recognise the changes in their own and their families' well-being. The activity allows them to better support their children's educational and health outcomes; monitor their overall well-being closely; and meet household expenses as much as possible.
The realities of the business sector indicate that to be successful in any business, both hard and soft skills are required. These are two interrelated skills that work simultaneously to generate good profits. Common business skills include financial management, project planning and management, leadership, marketing, sales and customer service, communication and negotiation, problem-solving and networking. Most of the skills required are people-oriented, where interactions with internal and external stakeholders are necessary for a successful outcome. Therefore, customer service relations are a key factor for the success of any business.
Despite the common belief, customer relationship and management is a science that requires sound strategies and techniques that are relevant to the specific business and industry. Research has shown that the soft skills most applied in customer relations are persuasive speaking skills, empathy, adaptability, clear communication skills and agency. These are the skills we develop since childhood through day-to-day training and practice. The more we are trained and practice these required skills, the more we apply them in business, sometimes even unconsciously, to manage our customers well and meet their expectations.
The success of most of the prominent service-oriented organisations in Ethiopia is due to hard work in customer services and marketing but mostly due to the culture-specific services provided by professionals. The attitudes most required in customer relationships are patience, empathy, respect and politeness. People, in Ethiopia and elsewhere, accept these attitudes as positive and even integrate them naturally into our daily lives.
Most businesses in Ethiopia, including hotels, restaurants, cafes and retail stores, try to fulfil these qualities when providing services to customers. Indeed, they allow customers to benefit from a warm in-house service away from home. Consequently, the service offered generates a positive customer relationship where both customers and businesses achieve positive results. The former is satisfied with the services provided to them and get good value for the money spent, and the latter gains loyal clients allowing them to generate consistent profits.
Although most businesses try to fulfil the necessary requirements in customer relationship and management mentioned above, more consistency and reliability of the services provided are essential in the case of Ethiopia. Well-organised and industry and location-specific customer service training are necessary for service providers.
Subsequently, most entrepreneurial programmes, such as those supported by voluntary NGOs, should further integrate customer relationships and management training when working with women and young people. It will enable them to gain more successful outcomes with income-generating activities.
PUBLISHED ON May 07,2022 [ VOL 23 , NO 1149]
Fortune News | Jul 03,2021
Commentaries | Aug 10,2019
Sunday with Eden | Apr 03,2021
View From Arada | Dec 17,2022
Viewpoints | May 15,2021
Obituary | Dec 19,2020
Radar | Oct 09,2021
Viewpoints | Dec 19,2021
Radar | Mar 18,2023
Photo Gallery | 69126 Views | May 06,2019
Photo Gallery | 60981 Views | Apr 26,2019
Fortune News | 52914 Views | Jul 18,2020
Fortune News | 52688 Views | Sep 01,2021
Commentaries | May 27,2023
Life Matters | May 27,2023
My Opinion | May 27,2023
Sunday with Eden | May 27,2023
Agenda | May 27,2023
Editorial | May 27,2023
Dec 24 , 2022
Biniam Mikru heads the department of cabinet affairs under Mayor Adanech Abiebie. But...
Jul 2 , 2022 . By RUTH TAYE
On a rainy afternoon last week, a coffee processing facility in the capital's Akaki-Qality District was abuzz with activ...
Nov 27 , 2021
Against my will, I have witnessed the most terrible defeat of reason and the most sa...
Nov 13 , 2021
Plans and reality do not always gel. They rarely do in a fast-moving world. Every act...
Recent headlines seem to augur a global debt crisis. The United States is teetering on the precipice of a self-inflicted default. Egypt,...
Leaders of the National Election Board are in a charm offensive mood, of a sort. Last week, they organised a rare tour for members of the me...
When the country's most senior diplomats and envoys return back to their posts after two-week debriefings, they leave behind a point or two...
May 27 , 2023
Tauted as a somnolent giant, Ethiopia's financial scene now stirs, roused by favourab...
May 20 , 2023
The pungent irony wafting from Pretoria last week was hard to miss. Cyril Ramaphosa,...
May 13 , 2023
In March this year, Kamala Harris, the United States Vice President, visited Ghana, T...
May 6 , 2023
The history of the Ethiopian labour movement dates back to the 1940s, marked by perio...
May 27 , 2023
In a triumph over the trials of the pandemic, a rising tide of construction costs and inflation, Zemen Bank has opened a stunning 32-storey...
May 27 , 2023 . By BERSABEH GEBRE
Meqelle is in an animated bid to reclaim control of the management of companies under the Endowment Fund...
May 29 , 2023
Officials at the Addis Abeba City Administration have recently changed the title transfer fees following...
May 27 , 2023 . By MUNIR SHEMSU
The absence of technological equipment to control the contraband trade near national borders and low-qual...
Or see contact page