ONE STOP Customer Service Training Objectives Today we will look at: Why customer service is important Communicating effectively with customers Creating a positive impression The skills needed for excellent customer service Planning good customer service Handling difficult customers Ice Breaker • • • • • • • S E R V I C E Exercise • Why bother with customer service? • Who are our customers? • What do our customers want? (more on this later) Vision – The best place to live and
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elements of presentation are performance‚ nonverbal communication‚ gender and performance‚ Idealization‚ embarrassment and tact‚ and tact. Performance has to do with tone of voice‚ dress‚ gestures‚ and objects. Nonverbal communication is body language‚ facial expressions and gestures. Gender and performance has to do with men’s and women’s roles and how they see each other. Idealization is how our actions reflect our ideal culture rather than our motives. Embarrassment and tact refers to accidents that
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conversation is 55% body language‚ 38% voice and only 7% words. Of course this is not totally true but undeniably‚ a sad face is more reliable than a saying “I’m fine” when the two happen simultaneously. So what is considered to be non-verbal? Firstly‚ facial expressions. For example‚ eyebrowns down indicate anger while eyebrowns up show fear. Secondly‚ gestures which can express liking or approval for instance. Third of all‚ paralinguistics including tone of voice‚ loudness and pitch also play a big part
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In modern times‚ youth and beauty is an image seen everywhere. For example‚ a Versace billboard‚ magazine ad‚ TV commercial‚ all of which displays images of beautiful people. But what happens when this beauty fades? Shakespeare in his 12th sonnet talks about his experience and fading beauty. The purpose of this poem is to encourage a young man to not lose his beauty to the ravages of time. In order to do this‚ one must reproduce so beauty will live. In the first quatrain‚ Shakespeare begins
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Welcome to Iberostar Teamwork Teamwork is defined as an activity or a set of interrelated activities undertaken by a number of people; in order to achieve a common objective The importance of Teamwork The interesting concept in the management jargon is widely understood in the extended form for TEAM is: T- Together E- Everyone A-Achieves M-More The importance of Teamwork on productivity and production Teamwork generates more productivity and offer better solutions than if individuals
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LCPL SNYDER 20130306 Marine Corps grooming standards are in place to conform Marines to a singular uniform look. Another reason for hair regulations is to maintain uniformity within a military population. They keep us from being too eccentric and while in Garrison they help us to keep a professional look about us at all times. They keep us from just “looking like everyone else‚” and help
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Effective communication is a key role in providing effective healthcare. After all‚ communication is needed to determine a client/patient’s concerns‚ to diagnose an illness‚ to explain the recommended treatment‚ to obtain consent for treatment‚ to explain aftercare‚ ect and when communication is ineffective‚ healthcare becomes ineffective Although certain basic healthcare principles apply to all clients/patients‚ regardless of their background‚ . Everyone‚ even the best-trained health professionals
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is your crowning glory. Keep it at a length and style at which you can maintain it. Wash your hair at least once a week. * Males: Not fall over the ears‚eyebrows or even touch the back of the collar Will always present a neat appearance. Facial hair should be neatly trimmed (moustache‚ sideburns)‚ beards are not recommended * Females: Tie your hair in a neat hairstyle with hair pulled back from face. Hair if longer than jawline should be tied into a bun. Should be well groomed with
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learned to effectively de-escalate a crisis situation. The Crisis Escalation Spiral Triggers and Warning Signs Certain features may serve as warning signs to indicate that a person may be escalating. The Crisis Escalation Spiral Tense and angry facial expressions Increased or prolonged restlessness‚ Poor concentration Body tension‚ Reporting anger or violent feelings Delusions or hallucinations with violent General over-simulation of vital signs. increased RR‚BP‚HR‚ Sweating The Crisis
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non-verbal and para-verbal communication and must ask the client‚ what they are really thinking and feeling. The SOLER are for the 1) eye contact it is essential‚ majority of the time and showing face movement. This can be gestures‚ head movement and facial expression. 2) keep still‚ not to fidget do not rock back and forth‚ play with your hair or clothes or hands. 3) Personal space ‚ not too far near about 2-3 feet apart is a comfortable distant. 4) Posture sitting up straight or even leaning towards
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