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GROUND RULES FOR LEARNING

Be open to change Take responsibility for your learning Contribute your best Prepare to take some risks Age or ego does not matter Be positive & open Grasp as much as possible Repeat & Remember that practice makes man perfect

GROUND RULES FOR LEARNING


Value the opinion of other Participants Enjoy being in Training Think how to apply what you learn Do not learn only from the Trainer Remember that one is always student till he dies.

Say I CAN!

What, according to you, is attitude?? How do you define it?

THE ICEBERG
How much do you see of the ICEBERG?

THE ICEBERG

ONLY 10% OF ANY ICEBERG IS VISIBLE.THE REMAINING 90% REMAINS HIDDEN BELOW SEA-LEVEL.

THE ICEBERG
The Iceberg phenomena is also applicable on Human Beings: Only 10% of our Attitude traits are visible to others while the rest 90% remain hidden.

THE ICEBERG
KNOWN TO OTHERS
UNKNOWN TO OTHERS Knowledge& Skills

ATTITUDE

THE ICEBERG
In other words,

THE ICEBERG

BEHAVIOUR

VALUES STANDARDS JUDGMENTS ATTITUDE MOTIVES ETHICS - BELIEFS

What makes your life 100%?


Let each letter of the alphabet has a value equal to its sequence:
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
S K 19 11 I 9 L L S 12 12 19

= =

82 96 98

K N O W L E D G E 11 14 15 23 12 5 4 7 5 H A R D 8 1 12 4 W O R K 23 15 18 11

=
=

A T T I T U D E 1 20 20 9 20 21 4 5

100

SERVICE EXCELLENCE

SERVICE EXCELLENCE COMPONENTS FORMULA


Greeting the Customer + Determining Needs + Meeting Needs + Making the Moment Memorable + Checking Results + Striving for best each time = SERVICE EXCELLENCE

IDENTIFYING YOUR CUSTOMER


Who is your Guest? What are your Guest Service Experiences?

WHAT DETERMINES SERVICE EXCELLENCE?


Name three businesses or departments which you consider to provide: Good Service ________________________________________ Bad Service ________________________________________ Give examples of good service received. ________________________________________ Give examples of bad service received. ________________________________________

IDENTIFYING YOUR CUSTOMERS

If your internal Guests are not happy, you cannot deliver service quality to external Guests.

THINK!

FIRST IMPRESSIONS

FIRST IMPRESSIONS
Greet the Guest immediately with a smile. Be presentable- Clothing, Hair and hands to be neat & clean for business. Communicate warmth & confidence. Dont eat, drink or chew gum. Make the first 30 seconds count.

Look at me

Smile at me

EXPECTATIONS OF THE CUSTOMER..

IN THE FIRST 30 SECONDS

Talk to me

Listen to me

Thank me

FIRST IMPRESSIONS
Be Energetic, cordial & respectful. Be prepared. Think; use common sense. Bend the rules sometimes. Stay positive Make sure guest is felt welcomed .& relaxed

FIRST IMPRESSIONS COUNT


To your patrons, YOU are this department, this organization. Your clothes, posture & attitude sends messages to your patrons about work. Its very important what kind of first impression do YOU make!!!

FIRST IMPRESSIONS

You dont get a second chance to form a first impression.

DO YOU?

MOMENT OF TRUTH

MOMENT OF TRUTH
A moment of Truth is an episode in which a customer comes into contact with any aspect of the company, however remote, & thereby has an opportunity to form an impression. - Jans Carlson MD,SAS Airlines.

MOMENT OF TRUTH

When the customers receive an impression and make a small decision.

MOMENT OF TRUTH

satisfaction
If you get what you expected ...

MOMENT OF TRUTH

If you get less than you expected...

MOMENT OF TRUTH

If you get more than you expected...

MOMENT OF TRUTH

MOMENT OF TRUTH CAN EITHER MAKE OR BREAK THE IMAGE OF AN ORGANISATION.

COMMMUNICATION

COMMMUNICATION
WORDS VOCABULARY JARGON QUANTITY

COMMMUNICATION
VOICE QUALITY PITCH VOLUME TONE PACE

COMMMUNICATION
BODY LANGUAGE FACIAL EXPRESSIONS HANDS SITTING V/S WALKING GESTURES

COMMMUNICATION
____% of communication consists of body language 55

____% is expressed through tone of voice 38

____% is communicated through words 7

NON-VERBAL COMMMUNICATION

BODY LANGUAGE
When you speak, you represent a brand. The brand of you. How you talk, walk, and look reflect upon that brand. What does your body language say about you? Does it say you're trustworthy, confident, and competent, or just the opposite?

BODY LANGUAGE
Pay attention to your customers body language (it may tell you things the customer cant or wont say) Be aware of your body language to ensure you send the right signals to your customer

BODY LANGUAGE
What does your body language say to our customers? Facial expression Hands Posture

POSTURE..
Good posture makes you look confident , alert and professional.

Body Language that tells Customers they are not important..


Crossing your arms Tapping your foot, pen or fingers Rolling your eyes at the Customer Not maintaining direct eye contact

Pay attention to your Customers Body Language


Inattention Discomfort Disagreement or anger Impatience

Pay attention to your Customers Body Language


What do the following gestures represent? Frown Looking at his watch again & again Scratching his head Looking around

Lets Review
True or False? Standing with your arms folded across your chest tells people, Stay away, or I dare you to approach me. TRUE: When you stand with your arms crossed, over your chest, you send a powerful signal to others to leave you alone.

Lets Review
True or False?

Customers will understand if your posture is slumped by the end of a long day. FALSE: Customers want to feel valued & welcomed-if youre tired and slumped over, youre not giving your customer your full attention. It may seem to them you dont care!

Lets Review
True or False? Customers may reveal impatience by checking their watches or tapping their feet. TRUE: When customers (or anyone) tap their feet, shuffle around, check their watches, theyre definitely telling you something! Pay attention!

Lets Review
True or False? Sometimes you have to interrupt customers to find out what they really want. FALSE: Customers want to feel valued & respectedDont interrupt! Let the customer finish speaking BEFORE you begin asking questions.

Lets Review
True or False? People are more casual today, so customers dont pay much attention to your clothes. FALSE: We ALL judge appearances, consciously or unconsciously. Needs to be neat and clean appropriate attire.

Lets Review
True or False? You should always make eye contact with customers. TRUE: When customers see you look at them, it tells them you are focused on them. It also makes you appear as someone they can trustAS LONG AS YOU DONT STARE AT THEM!

NON VERBAL COMMUNICATION


S O F T E N SMILE OPEN POSTURE FORWARD LEAN TONE EYE CONTACT NOD

BODY LANGUAGE
STRAGGERING TRUTH It takes 36 muscles to smile and 328 to frown. Which do you think is easier to do? SMILE OR FROWN????

When speaking to Customers


Be polite and courteous to EVERYONE! Hear yourself as your customers hear you Never interrupt the customer while he is talking. Wait for him to stop and then you ask your questions

Dealing with difficult Customers


Deal with EMOTIONS first, then deal with the PROBLEM!

When dealing with difficult Customers


Take things professionally, not personally. Keep the spotlight on the issue, not the individual. Kill them with kindness or agreement.

Listen Empathize Apologize Fix the problem

How quick are we in our response to a Patrons request? Is our behaviour polite and courteous at all times? Are we reliable? Are we neat in our appearance and is our workstation clean? Do we listen effectively with empathy?

CUSTOMERS REPORT CARD ON YOU

THANK YOU Amit D