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Improving Daily Service Skills

Improving Daily Service Skills. Miche Grant. Verbal Interaction. 85% non-linguistic Vocabulary Sensory Rapport Pacing. Why Should You Listen. What’s in it for you? What’s in it for your firm? What do you know about listening? The joy of small change.

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Improving Daily Service Skills

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  1. Improving Daily Service Skills Miche Grant

  2. Verbal Interaction • 85% non-linguistic • Vocabulary • Sensory • Rapport • Pacing

  3. Why Should You Listen • What’s in it for you? • What’s in it for your firm? • What do you know about listening? • The joy of small change

  4. Four Key Elements of Good Listening • How to be a good listener • Hear the message • Interpret the message • Evaluate the message • Respond to the message

  5. The first 3 seconds How to manage the first 3 seconds

  6. Facts on face to face • Proximity • Eye contact • Silence • Gestures • Facial expression • Physical contact • Smell • Overall appearance

  7. A professional image • Clothes • Hair • Vocabulary • Stature

  8. Non-verbal Communication Skills • Body language • Tone of voice • Spatial relationships • Reading customer cues

  9. Giving the customer an appropriate greeting • Acknowledge the customer’s presence. • Project a professional and friendly image. • Create an opening for discussion. • Be reassuring, not pushy.

  10. Surroundings make first impressions too • Hours of service. • Cleanliness • Directions/signage. • Welcome sign. • Create an atmosphere. • Create an image.

  11. Conclusion • Customers are satisfied when the service received meets their expectations. • Good skills take practice. • Every encounter requires excellence. • We are customers to each other. • Negative feedback is valuable!

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