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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. Dont 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
FIRST IMPRESSIONS
Be Energetic, cordial & respectful. Be prepared. Think; use common sense. Bend the rules sometimes. Stay positive.
FIRST IMPRESSIONS
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
MOMENT OF TRUTH
satisfaction
If you get what you expected ...
MOMENT OF TRUTH
MOMENT OF TRUTH
MOMENT OF TRUTH
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
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.
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!
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????
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?