Attitude 179

GROUND RULES FOR LEARNING ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object]

THE ICEBERG ,[object Object],[object Object]

THE ICEBERG KNOWN TO OTHERS UNKNOWN TO OTHERS ATTITUDE Knowledge& Skills

THE ICEBERG BEHAVIOUR VALUES – STANDARDS – JUDGMENTS ATTITUDE MOTIVES – ETHICS - BELIEFS IMPACT

What makes your life 100%? ,[object Object],[object Object],= = = = 82 96 98 100 1 A 2 B 3 C 26 25 24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 Z Y X W V U T S R Q P O N M L K J I H G F E D 19 S 11 K 9 I 19 12 12 S L L 11 K 14 N 15 O 5 7 4 5 12 23 E G D E L W 8 H 1 A 12 R 11 18 15 23 4 K R O W D 1 A 20 T 20 T 5 4 21 20 9 E D U T I

SERVICE EXCELLENCE COMPONENTS FORMULA ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

IDENTIFYING YOUR CUSTOMER ,[object Object],[object Object]

WHAT DETERMINES SERVICE EXCELLENCE? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

IDENTIFYING YOUR CUSTOMERS ,[object Object]

FIRST IMPRESSIONS ,[object Object],[object Object],[object Object],[object Object],[object Object]

Look at me Smile at me Talk to me Listen to me Thank me EXPECTATIONS OF THE CUSTOMER.. IN THE FIRST 30 SECONDS…

FIRST IMPRESSIONS COUNT ,[object Object],[object Object],[object Object]

FIRST IMPRESSIONS ,[object Object]

MOMENT OF TRUTH ,[object Object],[object Object],[object Object]

MOMENT OF TRUTH When the customers receive an impression … and make a small decision.

MOMENT OF TRUTH satisfaction expectation reality If you get what you expected ...

MOMENT OF TRUTH Disappointment expectation reality If you get less than you expected...

MOMENT OF TRUTH Delighted expectation reality If you get more than you expected...

MOMENT OF TRUTH MOMENT OF TRUTH CAN EITHER MAKE OR BREAK THE IMAGE OF AN ORGANISATION .

COMMMUNICATION ,[object Object],[object Object],[object Object],[object Object]

COMMMUNICATION ,[object Object],[object Object],[object Object],[object Object],[object Object]

COMMMUNICATION ,[object Object],[object Object],[object Object],55 38 7

BODY LANGUAGE ,[object Object]

BODY LANGUAGE ,[object Object],[object Object]

BODY LANGUAGE ,[object Object],[object Object],[object Object],[object Object]

Body Language that tells Customers they are not important.. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pay attention to your Customer’s Body Language… ,[object Object],[object Object],[object Object],[object Object]

Pay attention to your Customer’s Body Language… ,[object Object],[object Object],[object Object],[object Object],[object Object]

Let’s Review ,[object Object],[object Object],[object Object]

Let’s Review ,[object Object],[object Object],[object Object],[object Object]

NON VERBAL COMMUNICATION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

When speaking to Customers… ,[object Object],[object Object],[object Object]

Dealing with difficult Customers… Deal with EMOTIONS first, then deal with the PROBLEM!

When dealing with difficult Customers… ,[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],LEAF

CUSTOMER’S REPORT CARD ON YOU ,[object Object],[object Object],[object Object],[object Object],[object Object]

Attitude 179

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Attitude 179