GROUND RULES FOR

LEARNING

• Be open to change
• Take responsibility for your learning
• Contribute your best
• Prepare to take some risks
 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
• 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
Knowledge&
KNOWN TO Skills
OTHERS
UNKNOWN TO
OTHERS

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 I L L S
19 11 9 12 12 19 = 82
K N O W L E D G E
11 14 15 23 12 5 4 7 5 = 96
H A R D W O R K
8 1 12 4 23 15 18 11 = 98
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
+
• Leaving the Door Open
=
• SERVICE EXCELLENCE
IDENTIFYING YOUR CUSTOMER

• Who is your Customer?

• What are your Customer 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 customers are not happy,

you cannot deliver service quality to
external customers.
FIRST IMPRESSIONS
 FIRST IMPRESSIONS
• Greet the Patron immediately with
a smile.
• Be presentable- Clothing, Hair
and hands to be neat & clean for
business.
• Communicate warmth &
confidence.
• Don’t eat, drink or chew gum.
• Make the first 30 seconds count.
 Look at me Smile at me

EXPECTATIONS OF THE IN THE FIRST 30

CUSTOMER.. 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.
 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 don’t get a second chance to form a

first impression.
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

Disapp
o intmen
t
If you get less than you
expected...
MOMENT OF TRUTH

i g h t e d
Del

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

____%
55 of communication consists of body language

____%
38 is expressed through tone of voice

7
____% is communicated through words
 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 customer’s body

language (it may tell you things the
customer can’t or won’t 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 Customer’s Body
Language…

• Inattention
• Discomfort
• Disagreement or anger
• Impatience
Pay attention to your Customer’s Body
Language…
What do the following gestures
represent?
• Frown
• Looking at his watch again & again
• Scratching his head
• Looking around
 Let’s 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.
 Let’s 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 you’re tired and slumped over,
you’re not giving your customer your full
attention. It may seem to them you don’t
care!
 Let’s 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, they’re definitely telling you
something! Pay attention!
 Let’s Review

True or False?

• Sometimes you have to interrupt customers to find out what

they really want.
FALSE: Customers want to feel valued & respected- Don’t
interrupt! Let the customer finish speaking BEFORE you begin
asking questions.
 Let’s Review

True or False?

• People are more casual today, so

customers don’t pay much attention to
your clothes.
FALSE: We ALL judge appearances,
consciously or unconsciously. Needs to be
neat and clean appropriate attire.
 Let’s 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 trust-
AS LONG AS YOU DON’T STARE AT THEM!
NON VERBAL COMMUNICATION
• S SMILE
• O OPEN POSTURE
• F FORWARD LEAN
• T TONE
• E EYE CONTACT
• N 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
 CUSTOMER’S REPORT CARD
ON YOU
• How quick are we in our response to a
Patron’s 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?
THANK YOU