SERVICE

GOOD SERVICE

A good service requires………

SERVICE

A SMILE

SERVICE

EYE CONTACT

SERVICE

REMEMBERING AND USING A PERSON’S NAME

SERVICE

ATTENTION

SERVICE

BODY LANGUAGEMIRROR THE PERSON’S BODY LANGUAGE

SERVICE

MATCH THE TALK

SERVICE

LIBERTY EQUALITY AND FRATERNITY

ACCEPT THE PERSON AS HE / SHE IS

SERVICE

TAKE PRIDE

SHOW THE COMPANY AND

FELLOW WORKERS A HIGH

ESTEEM OF RESPECT

SERVICE

WHAT YOU SHOULD BE….CALM

CONFIDENT

WELL GROOMED

RESPECTFUL

SERVICE

TO BE A GOOD SERVICE PERSON

HOME

WORK

PHYSICAL & MENTAL SELF

SERVICE

TYPES OF SERVICE -1

MATERIAL SERVICE

PRICE

QUANTITY

QUALITY

TIMMING

SERVICE

TYPES OF SERVICE -2

PERSONAL SERVICE – unique to each

SMILE,

PERSONAL ATTENTION,

ENQUIRIES, etc.

SERVICE

INTERPRETATIONS OF SERVICE-1

IT CANNOT BE MEASURED OR WEIGHED

YOU CANNOT GIVE A SAMPLE FOR SHOW

CUSTOMER CANNOT ACCQUIRE IT

SERVICE

INTERPRETATIONS OF SERVICE-2

CANNOT BE STANDARDISED

CAN BE SEEN DIFFERENTLY AT DIFFERENT TIMES. PEOPLE,

PLACE, BACK GROUND

SERVICE

HOW PEOPLE SAY…GOOD OR BAD SERVICE

RECOMMENDATION

ANTICIPATION

EXPECTATION

SERVICE

DEFINING SERVICE

SERVICE IS THE

FEELING GOOD

IT IS INDIVIDUALISED

IT IS ABOUT SATISFYING CUSTOMER NEEDS

SERVICE

WHOM AM I ?WINNER

OR

LOOSER

SERVICE

END