1. A MOMENT TO REMEMBER
HELMY VRAMERRYAN
SERVICE EXCELLENCE TRAINING II
SEPTEMBER 18, 19, 25, 2012

3. AT THE END OF THE TRAINING …
1. Improve better and positive self
image.
2. Understand and practice 4 ways
to own excellent service attitude.

4. STEP #1: HAVE THE RIGHT
ATTITUDE

6. FOR THE RIGHT ATTITUDE…
DO
I AM SINCERE AND I WANT TO HELP
I AM ALWAYS PREPARED
I TAKE TIME TO BREATH AND CONTROL MY
RESPONSE
I ALWAYS MAINTAIN A GOOD, POSITIVE FRAME
OF MIND
I BELIEVE IN WHAT I AM DOING
DON’T
X Think when your shift finishes
X Think your personal problems
X Think negativities
X Assume

7. SHOUT!
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!

8. STEP #2: UNDERSTAND YOUR CUSTOMERS
th y
Em pa
rt felt/
He a
e it y
on tan
Sp
ty
iosi
Cur

9. STEP #2: UNDERSTAND YOUR CUSTOMERS
CARE

10. COMMITTED TO SERVE PASSIONATELY
C AND SINCERELY
A ATTENTIVE TOO WHAT GUESTS WANT
R RESPONSIVE AND DON’T DELAY
ENTHUSIASTIC TO FULFIL GUESTS
E REQUIREMENTS

11. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
Appearance
Expressions
Intelligence
Emotions
Interests
Social adaptation

12. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Are you neat?
 Are you careful about cleanliness? Appearance
 Do you have a good posture?
 Do you watch your facial expression?
 Do you have a ready SMILE?
 Do you have a weird manners?

13. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Do you have pleasant modulated tone of voice?
 Are you smart to choose your words?
 Do you show interest in your expressions?
Expressions

14. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Have an effort to improve memory?
 Are you observant?
 Are you attentive?
 Are you mature?
 Are you understanding/thoughtful?
Intelligence

15. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Are you cool?
 Is your temper under control?
 Are you discipline yourself?
 Do you avoid self-pity?
Emotions

16. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Do you read books/mags?
 Do you attend course?
 Do you have knowledge of music or science?
 Do you have a hobby?
Interests

17. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 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 adaptation

18. Verbal Impact
What you say
Vocal Impact
How you say
Visual Impact
How you look

19. 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

20. Let’s discuss …
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?
Be everywhere, do everything, and
never fail to astonish the customer.
Macy's Motto