2. Carol BeerService Etiquette 3. Lesson Objectives1 Explain service etiquette.Explain the importance of observing2 rules of etiquette and its appropriateform in social exchanges.Describe how introductions3 are carried out. 4. ETIQUETTEis a set of customs andrules for polite behaviorin particular classes ofpeople or professions. 5. SERVICE ETIQUETTE 6. SERVICE ETIQUETTEMeetingAttending toPartingpleasantriescustomers pleasantries 7. Meeting pleasantriesNon-Verbal Signals Verbal Signals 1 Body Language Look2 Introduce yourself clearly.approachable and beapproachable. Ask the customer howshe/he would like to be Welcome customers withaddressed.a warm smile. Always maintain eyecontact. Be conscious of yourgrooming. 8. Attending to customersNon-Verbal SignalsVerbal Signals 1 Project a customer- 2 Be specific whenfirst mindset.answering questions/giving Always be ready to lenddirections.your customers ahelping hand. Be prepared to go the extra mile. Be aware of your body-language; should be Wow your customers.positive 9. Parting pleasantriesNon-Verbal Signals Verbal Signals 1 Maintain eye contact. 2 Thank the customer fordoing business with you. Smile to show yourappreciation to serve Express appreciation forhim/her.interest in the product/service even though Always maintain a he/she does make a salepositive body language Ask the customer tocome back 10. Form of AddressMALE 1 Use Mr to address men Use Sir if you do not know his name.FEMALE (MARRIED) 2 Mrs to address married women Use Madam if you do not know her nameFEMALE (SINGLE OR MARITAL STATUS UNKNOWN 3 Ms to address women who are single or whose marital status is unknown. Use Madam if you do not know her name. 11. TYPES OF GREETING 12. ROLE PLAYS & THANK YOU!