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SUPERHOST R Lesson # 3 ~ Working Towards "Wow"

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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SUPERHOST R Lesson # 3 ~ Working Towards "Wow"

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  1. SUPERHOSTRLesson # 3 ~ Working Towards "Wow"

  2. Lesson 1 & 2 Review Topics: • Using and remembering names • Making conversation

  3. Part 1 ~ First Impressions How long do we have?

  4. What Forms a First Impression? • Facial expression • Clothing • Posture • Position • Body language • Accesories • Body movement

  5. What Forms a First Impression? “Of all the things you wear, your expression is the most important.”

  6. 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...

  7. 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)

  8. 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)

  9. 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)

  10. First Impressions Are Influenced By... Cultural Background Values Personal Experiences Biases Environment Mood

  11. Any First Impression Stories to share?

  12. 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

  13. 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”?

  14. Businesses That “Wow”! • Q • U • A • L • I • T • Y • S • E • R • V • I • C • E

  15. 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?

  16. 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.

  17. “Behaviour is the mirror in which everyone shows their image.” End of Lesson #3

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