FOR THE RIGHT ATTITUDE…DOI AM SINCERE AND I WANT TO HELPI AM ALWAYS PREPAREDI TAKE TIME TO BREATH AND CONTROL MYRESPONSEI ALWAYS MAINTAIN A GOOD, POSITIVE FRAMEOF MINDI BELIEVE IN WHAT I AM DOING DON’T X Think when your shift finishes X Think your personal problems X Think negativities X Assume
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!
STEP #2: UNDERSTAND YOUR CUSTOMERS th y Em pa rt felt/ He a e it y on tan Sp ty iosi Cur
STEP #3: DEVELOP IMPRESSIVEPERSONALITY 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?
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Do you have pleasant modulated tone of voice? Are you smart to choose your words? Do you show interest in your expressions? Expressions
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Have an effort to improve memory? Are you observant? Are you attentive? Are you mature? Are you understanding/thoughtful? Intelligence
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Are you cool? Is your temper under control? Are you discipline yourself? Do you avoid self-pity? Emotions
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Do you read books/mags? Do you attend course? Do you have knowledge of music or science? Do you have a hobby? Interests
STEP #3: DEVELOP IMPRESSIVEPERSONALITY 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
Verbal Impact What you sayVocal ImpactHow you say Visual Impact How 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
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. Macys Motto
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