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SUPERHOST R Lesson # 3 ~ Working Towards "Wow". Lesson 1 & 2 Review. Topics: Using and remembering names Making conversation. Part 1 ~ First Impressions. How long do we have?. What Forms a First Impression?. Facial expression Clothing Posture Position Body language Accesories
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Lesson 1 & 2 Review Topics: • Using and remembering names • Making conversation
Part 1 ~ First Impressions How long do we have?
What Forms a First Impression? • Facial expression • Clothing • Posture • Position • Body language • Accesories • Body movement
What Forms a First Impression? “Of all the things you wear, your expression is the most important.”
Your First Impressions... • “To find fault is easy; to do better may be difficult. All people smile in the same language.” • Write down your first impressions of the following scenarios...
Impression Why? • The boy is shoplifting • The boy saw something and is reporting it to the store clerk • The boy is wanting to return some goods • The boy is asking for directions in a very expensive boutique • Security guard is there watching (gesture with walkie talkie, clothing) • She is listening to him (body language, facial expression) • He is pointing (gestures) • He has a box under his arm and looks like he is asking something. (accessories) • He is pointing and the clerk looks upset. (body language, position)
Impression Why? • The man is sick or choking • The woman has just made a startling announcement to the man • The man has just received his bill for the meal • He has his hand over his chest. He is sweating and does not look well . (body language) • She is smiling and he looks shocked. (facial expression) • The waiter is standing back and he looks focussed on the bill. (accessories, posture)
Impression Why? • The man walking into the lobby is upset • The man is sick • The man is intoxicated • The desk clerk looks nervous • He is shaky and he looks sad (facial expression, posture) • He is having problems walking and he is clutching his stomach (body language) • He is shaky and his face is contorted (facial expression, body language) • He is rigid and he is not making eye contact (posture, position)
First Impressions Are Influenced By... Cultural Background Values Personal Experiences Biases Environment Mood
How accurate are first impressions? • Sometimes very accurate • Sometimes not at all • Why is it so difficult to change first impressions? • They’re not always logical and therefore hard to challenge
Businesses That “Wow”! • Competition for business is fierce and businesses need to provide wonderful experiences for customers. • Do you know of any businesses that “Wow”?
Businesses That “Wow”! • Q • U • A • L • I • T • Y • S • E • R • V • I • C • E
Businesses That “Wow”! • Q • U • A • L • I • T • Y • S • E • R • V • I • C • E ...which of your words reflect the attitude of the service provider?
Communicating an Impression • We communicate an impression to someone even before we speak • Communication is very important in customer service. • We know that if customers are provided with a wonderful experience they will return.
“Behaviour is the mirror in which everyone shows their image.” End of Lesson #3