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Attitude 179
1.
2.
3.
!
4.
5.
6.
7.
8.
THE ICEBERG KNOWN
TO OTHERS UNKNOWN TO OTHERS ATTITUDE Knowledge& Skills
9.
10.
THE ICEBERG BEHAVIOUR
VALUES – STANDARDS – JUDGMENTS ATTITUDE MOTIVES – ETHICS - BELIEFS IMPACT
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SERVICE EXCELLENCE
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14.
15.
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FIRST IMPRESSIONS
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Look at me
Smile at me Talk to me Listen to me Thank me EXPECTATIONS OF THE CUSTOMER.. IN THE FIRST 30 SECONDS…
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24.
MOMENT OF TRUTH
25.
26.
MOMENT OF TRUTH
When the customers receive an impression … and make a small decision.
27.
MOMENT OF TRUTH
satisfaction expectation reality If you get what you expected ...
28.
MOMENT OF TRUTH
Disappointment expectation reality If you get less than you expected...
29.
MOMENT OF TRUTH
Delighted expectation reality If you get more than you expected...
30.
MOMENT OF TRUTH
MOMENT OF TRUTH CAN EITHER MAKE OR BREAK THE IMAGE OF AN ORGANISATION .
31.
32.
COMMMUNICATION
33.
34.
35.
36.
37.
NON-VERBAL COMMMUNICATION
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51.
52.
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54.
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Dealing with difficult
Customers… Deal with EMOTIONS first, then deal with the PROBLEM!
56.
57.
58.
59.
THANK YOU M.L.PANDIA
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