unit2

The purpose of presenting a positive image of self and organisation

Set the tone for the entire service process

positive image is important as

A positive image helps customer trust, respect, listen to you and have confidence in your organisation

Ways to present a positive image of self and organisation

It takes a few seconds for customer to form first impression based on appearance, attitude, behaviour and body language

Proper grooming

To help project professional image

Be aware of ones attitude, behaviour, body language and facial expressions

Positive presentation

Right attitude

have positive mindset, thinking positively and internally motivated

Positive behaviour

display confidence and enthusiasm creating a positive image

Negative and positive body language and facial expressions

Standing upright with an open posture; facing customers making good eye contact; nodding occasionally; maintaining comfortable space; smiling having a relax and pleasant expression

3 purpose of displaying professional service etiquette

Etiquette is a set of custom and rules for polite behaviour

Service staff

To maintain professional image and be mindful of their action

Display professional service etiquette

meeting n customer relationship run smoothly; build trust loyalty and respect; adds value to company image; enhances reputation; raises overall standard

Basic rules of professional service etiquette

Standard of greetings; Appropriate form of adress; Proper handshakes; Presentation of name card; Making and acknowledging of introduction

Standard of greetings

meeting customers for the first time or when they call in; make customers feel welcome

Appropriate form of adress

it has to be polite

Proper handshake

right arm should be outstretched; Comfortable distance; Grip should be medium pressure; Greet customers name correctly; Never pat customers hand; 3 to 4 seconds; avoid knuckle grinder and dead fish

Presentation of name card

exchange business cards with both hands; Card should face the other person; dont put the card away quickly; Study the card; nothing should be written on the card

making and acknowledging of introduction

The opportunity to get know each other; avoid using nicknames; use full names; Speak slowly and clearly; be approachable and friendly when meeting people