A MOMENT TO REMEMBER       HELMY VRAMERRYAN  SERVICE EXCELLENCE TRAINING II       SEPTEMBER 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...
STEP #1: HAVE THE RIGHTATTITUDE
FOR THE RIGHT ATTITUDE…DOI AM SINCERE AND I WANT TO HELPI AM ALWAYS PREPAREDI TAKE TIME TO BREATH AND CONTROL MYRESPONSEI ...
SHOUT!SAYA TULUS IKHLAS!SAYA MAU MENOLONG!SAYA SELALU SIAP!SAYA TENANG DAN TIDAK PANIK!SAYA SELALU BERPIKIR POSITIF!SAYA Y...
STEP #2: UNDERSTAND YOUR CUSTOMERS                                           th   y                                     Em...
STEP #2: UNDERSTAND YOUR CUSTOMERS                     CARE
COMMITTED TO SERVE PASSIONATELYC   AND SINCERELYA   ATTENTIVE TOO WHAT GUESTS WANTR   RESPONSIVE AND DON’T DELAY    ENTHUS...
STEP #3: DEVELOP IMPRESSIVEPERSONALITY         Appearance                       Expressions        Intelligence           ...
STEP #3: DEVELOP IMPRESSIVEPERSONALITY   Are you neat?   Are you careful about cleanliness?   Appearance   Do you have ...
STEP #3: DEVELOP IMPRESSIVEPERSONALITY   Do you have pleasant modulated tone of voice?   Are you smart to choose your wo...
STEP #3: DEVELOP IMPRESSIVEPERSONALITY   Have an effort to improve memory?   Are you observant?   Are you attentive?  ...
STEP #3: DEVELOP IMPRESSIVEPERSONALITY   Are you cool?   Is your temper under control?   Are you discipline yourself? ...
STEP #3: DEVELOP IMPRESSIVEPERSONALITY   Do you read books/mags?   Do you attend course?   Do you have knowledge of mus...
STEP #3: DEVELOP IMPRESSIVEPERSONALITY   Are you sympathetic?   Are you thoughtful?   Do you talk less and listen more?...
Verbal Impact               What you sayVocal ImpactHow you say                      Visual Impact                      Ho...
STEP #4: I AGREE TO …   Be enthusiastic   Act in a positive and cheerful manner   Do the best for our guests   Make go...
Let’s discuss …1. WHAT MAKES CUSTOMERS COMPLAIN?2. WHAT ATTEMPT CAN YOU & YOUR DEPARTMENT DO TO   MEET STANDARD SERVICES?3...
Serviceexcellence2
Serviceexcellence2
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Serviceexcellence2

  1. 1. A MOMENT TO REMEMBER HELMY VRAMERRYAN SERVICE EXCELLENCE TRAINING II SEPTEMBER 18, 19, 25, 2012
  2. 2. AT THE END OF THE TRAINING …1. Improve better and positive self image.2. Understand and practice 4 ways to own excellent service attitude.
  3. 3. STEP #1: HAVE THE RIGHTATTITUDE
  4. 4. 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
  5. 5. 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!
  6. 6. STEP #2: UNDERSTAND YOUR CUSTOMERS th y Em pa rt felt/ He a e it y on tan Sp ty iosi Cur
  7. 7. STEP #2: UNDERSTAND YOUR CUSTOMERS CARE
  8. 8. COMMITTED TO SERVE PASSIONATELYC AND SINCERELYA ATTENTIVE TOO WHAT GUESTS WANTR RESPONSIVE AND DON’T DELAY ENTHUSIASTIC TO FULFIL GUESTSE REQUIREMENTS
  9. 9. STEP #3: DEVELOP IMPRESSIVEPERSONALITY Appearance Expressions Intelligence Emotions Interests Social adaptation
  10. 10. 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?
  11. 11. 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
  12. 12. STEP #3: DEVELOP IMPRESSIVEPERSONALITY Have an effort to improve memory? Are you observant? Are you attentive? Are you mature? Are you understanding/thoughtful? Intelligence
  13. 13. STEP #3: DEVELOP IMPRESSIVEPERSONALITY Are you cool? Is your temper under control? Are you discipline yourself? Do you avoid self-pity? Emotions
  14. 14. 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
  15. 15. 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
  16. 16. Verbal Impact What you sayVocal ImpactHow you say Visual Impact How you look
  17. 17. 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
  18. 18. 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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