Serviceexcellence2

A MOMENT TO REMEMBER

HELMY VRAMERRYAN

SERVICE EXCELLENCE TRAINING IISEPTEMBER 18, 19, 25, 2012

AT THE END OF THE TRAINING …

1. Improve better and positive self image.

2. Understand and practice 4 ways to own excellent service attitude.

STEP #1: HAVE THE RIGHT ATTITUDE

DOI AM SINCERE AND I WANT TO HELPI AM ALWAYS PREPAREDI TAKE TIME TO BREATH AND CONTROL MY RESPONSEI ALWAYS MAINTAIN A GOOD, POSITIVE FRAME OF MINDI BELIEVE IN WHAT I AM DOING

DON’TX Think when your shift finishesX Think your personal problemsX Think negativitiesX Assume

FOR THE RIGHT ATTITUDE…

SAYA TULUS IKHLAS!SAYA MAU MENOLONG!SAYA SELALU SIAP!SAYA TENANG DAN TIDAK PANIK!SAYA SELALU BERPIKIR POSITIF!SAYA YAKIN YANG SAYA KERJAKAN!SAYA SELALU SENYUM!

SHOUT!

STEP #2: UNDERSTAND YOUR CUSTOMERS

Heart felt/Empathy

Spontaneity

Curiosity

STEP #2: UNDERSTAND YOUR CUSTOMERS

CARE

COMMITTED TO SERVE PASSIONATELY AND SINCERELYC

A ATTENTIVE TOO WHAT GUESTS WANT

R RESPONSIVE AND DON’T DELAY

EENTHUSIASTIC TO FULFIL GUESTSREQUIREMENTS

STEP #3: DEVELOP IMPRESSIVE PERSONALITY

AppearanceAppearance

ExpressionsExpressions

IntelligenceIntelligence

EmotionsEmotions

InterestsInterests

Social adaptationSocial adaptation


Are you neat? Are you careful about cleanliness? Do you have a good posture? Do you watch your facial expression? Do you have a ready SMILE? Do you have a weird manners?

AppearanceAppearance


Do you have pleasant modulated tone of voice? Are you smart to choose your words? Do you show interest in your expressions?

ExpressionsExpressions


Have an effort to improve memory? Are you observant? Are you attentive? Are you mature? Are you understanding/thoughtful? IntelligenceIntelligence


Are you cool? Is your temper under control? Are you discipline yourself? Do you avoid self-pity?

EmotionsEmotions


Do you read books/mags? Do you attend course? Do you have knowledge of music or science? Do you have a hobby?

InterestsInterests


Are you sympathetic? Are you thoughtful? Do you talk less and listen more? Do you try to help others as far as you can?

Social adaptationSocial adaptation

Vocal ImpactHow you say

Verbal ImpactWhat you say

Visual ImpactHow you look

STEP #4: I AGREE TO …

Be enthusiastic Act in a positive and cheerful manner Do the best for our guests Make good first impression and memorable

1. WHAT MAKES CUSTOMERS COMPLAIN?

2. WHAT ATTEMPT CAN YOU & YOUR DEPARTMENT DO TO MEET STANDARD SERVICES?

3. IMAGINE WHAT CAN YOU DO TO MAKE YOUR GUESTS HAPPIER AND SURPRISE WITH YOUR SERVICE?

Let’s discuss …

Be everywhere, do everything, and never fail to astonish the customer. Macy's Motto

Business

Serviceexcellence2