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SERVICE ATTITUDE By Jasmine I. Aquino
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Page 1: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

SERVICE ATTITUDE

By Jasmine I. Aquino

Page 2: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

SERVICE EXCELLENCE

Using our expertise to respond to the needs and wants of others in a timely and positive manner by meeting and exceeding their expectations through individualized and holistic assistance

Page 3: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

Empowerment enables employees to make decisions and provide service

excellence by acting in the best interest of all stakeholders. However, a sense of

empowerment comes from within the individual.

Page 4: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

What can YOU do to provide service

excellence to others?

Page 5: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.
Page 6: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

EMPOWER THE BEAST WITHIN

•Behavior•Empathy•Attitude

•Service•Trust

Page 7: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

ATTITUDE

Our personal perspective following the evaluation on a given matter based on past

experiences and current values

Page 8: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

HOW IS A PERSON’S ATTITUDE SHAPED?

•Classical Conditioning•Operant Conditioning•Observational Learning•Persuasion•Cognitive Dissonance

Page 9: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

CLASSICAL CONDITIONING

Page 10: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

OPERANT CONDITIONING

Page 11: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

OBSERVATIONAL LEARNING

Page 12: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

PERSUASION

Page 13: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

COGNITIVE DISSONANCE

Page 14: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

HOW DO WE COMMUNICATE

ATTITUDE?

•Verbal – Denotation, Connotation•Vocal – Pitch, Volume, Cadence•Visual – Appearance, Body Language

Page 15: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

TEN POSITIVE ATTITUDE PRINCIPLES

• Positive Thinking Principle• Proactive Principle• Appreciation Principle• Small Stuff Principle• People Principle

• The Self-Esteem Principle• Overwhelm Principle• The Flexibility Principle• Response/Ability Principle• The Self-Awareness

Principle

Page 16: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

POSITIVE THINKING PRINCIPLE

Page 17: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

Proactive Principle

Appreciation

PrincipleSmall Stuff Principle

Page 18: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

PEOPLE PRINCIPLE

Page 19: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

Self-Esteem

PrincipleOverwhelm

PrincipleFlexibility Principle

Page 20: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

Response/Ability Principle

The Self-Awareness Principle

Page 21: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.
Page 22: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.
Page 23: SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

BIBLIOGRAPHY

Alexander Hamilton Institute. “Bad Attitudes & Complaints: Handling Workplace Negativity.” Centerpiece Human Resources. 14 Jun. 2012. Business Management Daily. http://www.businessmanagementdaily.com/19426/bad-attitudes-complaints-handling-workplace-negativity. May 2014. 

Biswas-Diener, Robert and Kashdan, Todd B. “What Happy People Do Differently.” Psychology Today. 2 Jul. 2013. http://www.psychologytoday.com/articles/201306/what-happy-people-do-differently. May 2014. 

Bridges, William. Making Transitions: Making the Most of Change. Reading, MA: Addison-Wesley Publishing Company, 1991. 

Buckingham, Marcus and Curt Coffman. First, Break All the Rules: What the World’s Greatest Managers Do Differently. New York: Simon & Schuster, 1999.

Constance, Joe. “Building Positive Attitudes in the Workplace.” Constant Training. 24 Feb. 2011. http://www.constanttraining.com/downloadfiles/AttitudesWorkbook.pdf. May 2014.

Covey, Stephen R. The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change. New York: Simon & Schuster, 1989.

Pearce, Terry. Leading Out Loud: Inspiring Change Through Authentic Communication. San Francisco: Jossey-Bass, 2003. 

Ray, Linda. “The Effect of Employee Attitude on Productivity in the Workplace.” Global Post. http://everydaylife.globalpost.com/effect-employee-attitude-productivity-workplace-3168.html. May 2014. 

Root, George N. III. “How Do Negative & Positive Attitudes Affect the Workplace?” Chron. http://smallbusiness.chron.com/negative-positive-attitudes-affect-workplace-21287.html. May 2014. 

Rosner, Bob and Campbell, Sherrie. “Maintaining a Positive Attitude in the Workplace.” Recession-Proof Your Career. Pay Scale. http://www.payscale.com/positive-attitude-in-the-workplace. May 2014.

Wallace, Ed. Business Relationships That Last: 5 Steps to Transform Contacts into High Performing Relationships. Austin: Greenleaf Book Group Press, 2010.

Wengrzyn, Rob. “Types of Attitudes in the Workplace: Cognitive, Affective & Behavioral Components.” Education Portal. http://education-portal.com/academy/lesson/types-of-attitudes-in-the-workplace-cognitive-affective-behavioral-components.html#lesson. May 2014.


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