GROUND RULES FORLEARNING

• Be open to change

• Take responsibility for your learning

• Contribute your best

• Prepare to take some risks

GROUND RULES FORLEARNING

• 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

KNOWN TOOTHERS

UNKNOWN TOOTHERS

ATTITUDE

Knowledge&Skills

THE ICEBERG

• In other words,

THE ICEBERG

BEHAVIOUR

VALUES – STANDARDS – JUDGMENTSATTITUDE

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 Z1 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 S19 11 9 12 12 19

K N O W L E D G E11 14 15 23 12 5 4 7 5

H A R D W O R K8 1 12 4 23 15 18 11

A T T I T U D E1 20 20 9 20 21 4 5

=

=

=

=

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96

98

100

SERVICE EXCELLENCE

SERVICE EXCELLENCECOMPONENTS 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

Talk to me

Listen to me Thank me

EXPECTATIONS OF THE CUSTOMER..

IN THE FIRST 30 SECONDS…

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 A moment of Truth is an episode in which a customer comes into contact with any aspect customer comes into contact with any aspect of the company, however remote, & thereby of the company, however remote, & thereby has an opportunity to form an impression.’has an opportunity to form an impression.’

- Jans Carlson- Jans Carlson

MD,SAS Airlines.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

Disappointment

If you get less than you expected...

MOMENT OF TRUTH

Delighted

If you get more than you expected...

MOMENT OF TRUTH

MOMENT OF TRUTH CAN EITHER

MAKE OR BREAKTHE 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

____% is expressed through tone of voice

____% is communicated through words

55

38

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NON-VERBALCOMMMUNICATION

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 CARDON 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

M.L.PANDIA