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LEARNING
• Be open to change
• Take responsibility for your learning
• Contribute your best
• Prepare to take some risks
GROUND RULES FOR
LEARNING
ATTITUDE
THE ICEBERG
• In other words,
THE ICEBERG
BEHAVIOUR
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
Talk to me
Listen to me Thank me
FIRST IMPRESSIONS
satisfaction
Disapp
o intmen
t
If you get less than you
expected...
MOMENT OF TRUTH
i g h t e d
Del
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
• Facial expression
• Hands
• Posture
POSTURE..
• 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?
True or False?
True or False?
True or False?
True or False?