INTRODUCTION• I AM YOUR CONSTANT COMPANION.• I AM YOUR GREATEST HELPER OR HEAVIEST

BURDEN.• I WILL PUSH YOU ONWARD OR DRAG YOU DOWN

TO FAILURE.

I AM COMPLETELY AT YOUR COMMAND.HALF THE THINGS YOU DO MIGHT JUST AS WELL TURN OVER TO ME , AND

• I WILL BE ABLE TO DO THEM QUICKLY, CORRECTLY.

• I AM EASILY MANAGED – YOU MUST MERELY BE FIRM WITH ME.

• SHOW ME EXACTLY HOW YOU WANT SOMETHING DONE , AND AFTER A FEW LESSONS

• I WILL DO IT AUTOMATICALLY.

• I AM THE SERVANT OF ALL GREAT PEOPLE; AND ALAS , OF ALL FAILURES AS WELL. THOSE WHO ARE FAILURES ,

I HAVE MADE FAILURES.

• I AM NOT A MACHINE , THOUGH I WORK WITH ALL THE PRECISION OF A MACHINE PLUS THE INTELLEGENCE OF A HUMAN BEING.

• YOU MAY RUN ME FOR A PROFIT OR TURN ME RUINS – IT MAKES NO DIFFERENCE TO ME.

• TAKE ME , TRAIN ME , BE FIRM WITH ME , AND

• I WILL PLACE THE WORLD AT YOR FEET.

• BE EASY WITH ME AND I WILL DESTROY YOU!

CONFUSED CUSTOMER

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KIRON

SHARMILIJURY

SERIOUS PHARMACY STAFF

GOOD MOVIE ! DAY DREAMING! I TOO LIKE

FILMS.

IHL PHARMACY

STEADY & ALERT HOD

WAITING FOR ORDER

READY TO SERVE

WELCOME(SOMETIMES POOR LIGHTING)

ELEGANT INFRASTRUCTURE

FULLY DEVOTED STAFF

WORK INSTRUCTIONS

H.O.D IN ACTION

SMILING AND MOTIVATING BOSS

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VERY PUNCTUAL IN AS WELL AS OUT

PLEASE DO NOTSLEEP

Happy hair cut for seminar

HOW TO IMPROVE YOUR RELATIONS

5 IMPORTANT WORDS

4 IMPORTANT WORDS

3 IMPORTANT WORDS

2 IMPORTANT WORDS

1 IMPORTANT WORD

THE LEAST IMPORTANT WORD

HOW MANY BELIEVE IN GOD?

• MATRU DEVO BHAVA

• PITRU DEVO BHAVA

• ACHARYA DEVO BHAVA

WHO IS A CUSTOMER?

• ACCORDING TO INDIAN HERITAGE

ATITHI DEVO BHAVA

• SHOW RESPECT TO THE CUSTOMER

• DO SERVE TO THE CUSTOMER BY WHICH HE/SHE IS PLEASED.

• PROVIDE HELP &GUIDANCE TO HIM/HER IF NECESSARY.

• BE HUMBLE AND POLITE & BEHAVE WITH GOOD MANNERS.

IN REAL LIFE WHO IS A CUSTOMER?

“ A CUSTOMER IS THE MOST IMPORTANT VISITOR ON OUR

PREMISES.HE/SHE IS NOT DEPENDENT ON US. WE ARE

DEPENDENT ON HIM/SHE.HE/SHE IS NOT AN

INTERRUPTION OF OUR WORK.HE/SHE IS THE

PURPOSE OF IT.

HE/SHE IS NOT AN OUTSIDER TO OUR BUSINESS.HE/SHE IS

PART OF IT.WE ARE NOT DOING HIM/HER A FAVOUR BY SERVING HIM/HER.HE/SHE IS

DOING US A FAVOUR BY GIVING US THE OPPORTUNITY

TO DO SO.”MAHATMA GANDHI

ALWAYS

• 1.ONE SHOULD ALWAYS THINK BEFORE SPEAKING TO CUSTOMER.

• 2.ONE SHOULD ALWAYS BE RESPECTFUL WHILE TALKING TO THE CUSTOMER.

• 3.ONE SHOULD ALWAYS TRY TO BECOME A GOOD LISTENER.

• 4. ONE SHOULD ALWAYS TRY TO BECOME FRIENDLY WHILE CONVERSING WITH CUSTOMER.

5. ONE SHOULD ALWAYS BE WELL MANNERED.

6.ONE SHOULD ALWAYS BE HUMBLE,POLITE AND FLEXIBLE.

7.ONE SHOULD ALWAYS TRY TO BE CHEERFUL AND HUMOUROUS AMONG OTHERS.

8.ONE SHOULD ALWAYS BE COURTEOUS WHILE CONVERSING WITH OTHERS.

9.ONE SHOULD ALWAYS SHOW INTEREST WHEN OTHERS ARE SPEAKING.

10.ONE SHOULD ALWAYS SMILE .

NEVER

1.ONE SHOULD NEVER NUMBLE WHILE SPEAKING.

2.ONE SHOULD NEVER HESITATE TO PRAISE AND COMPLIMENT OTHERS WHILE COMMUNICATING.

3.ONE SHOULD NEVER USE A WORD IN HIS CONVERSATION WITHOUT UNDERSTANDING ITS MEANING.

4.ONE SHOULD NEVER ARGUE UNNECESSARILY.

5.ONE SHOULD NEVER GIVE SARCASTIC REMARKS OR USE SUPERFLUOUS WORDS IN HIS SPEECH.

6.ONE SHOULD NEVER BECOME OVER FAMILIAR OR SHOW OVER INTIMACY.

7.ONE SHOULD NEVER BE INSINCERE OR EGOIST.

8.ONE SHOULD NEVER LIE.

IMPORTANT MAGNETICWORDS

• 1.GOOD MORNING• 2.WELCOME• 3.MAY I HELP YOU• 4.EXCUSE ME • 5.BEG YOUR PARDON• 6.PLEASE• 7.SORRY• 8.FINE.• 9.THANK YOU• 10.GOOD NIGHT

RESPECT YOURSELF

• EARLY MORNING

• GOOD MORNING TO SELF(BODY)

• AT NIGHT

• THANK YOU TO SELF(BODY)

CHARACTERISTICS OF

SERVICES

•1.INTANGIBLITY

•2.HETEROGENEITY

•3.INSEPARABILITY

•4.PERISHABILITY

WINNING CUSTOMER CONFIDENCE BY QUALITY

SERVICES• 1.RELIABILITY• Consistently and dependably• 2.RESPONSIVENESS• Quick to respond to the needs of customer• 3.CONFIDENCE&ASSURANCE• Treating them with respect courtesy&building

trust and goodwill • 4.TANGLIBLES• Brand ambassador-all leave with a satisfied

feeling after using our facilities.

SOLVE LIFE EQUATION• LET’S ASSUME:

• 1). LIFE +LOVE = HAPPINESS

• 2). LIFE - LOVE = SORROW

• IF YOU ADD 1+2

• 2 LIFE = HAPPINESS +SORROW

• SO LIFE = ½ HAPPINESS + ½ SORROW

VICIOUS CIRCLE OF LIFE

• HE GOT UP LATE IN THE MORNING AND SAID,• “OH, I DIDN’T SLEEP SOUNDLY”,• HE DIDN’T EAT HIS BREAKFAST AND SAID,• “ I AM GETTING LATE FOR THE OFFICE”.• HE DEVELOPED A HEADACHE • WHEN HE REACHED OFFICE AND SAID,• “IT IS BECAUSE I DIDN’T EAT PROPERLY”.• HE FAILED TO FINISH HIS WORK AND SAID,• “THE HEADACHE HAS TAKEN ITS TOLL”.• HE WENT HOME QUITE DEPRESSED AND SAID,• “MY PENDING WORK IS TROUBLING ME”.• HE WATCHED A MOVIE LATE AT NIGHT AND SAID,• “I WANT TO RECOVER FROM MY GLOOM”.• AGAIN,HE GOT UP LATE THE NEXT MORNING…….LATE …AND

TERRIBLE LIFESTYLE!• THIS IS WHAT WE GO THROUGH DAY AFTER

DAY.WE FALL INTO A RUT,WE BECOME SLAVES OF OUR HABITS AND WE FORGET TO USE OUR MIND TO CHANGE THEM.

• EVERY MORNING WHEN WE GET UP,WE HAVE TWO CHOICES:

• WE CAN EITHER BE HAPPY OR WE CAN BE SAD.WHAT WOULD YOU LIKE TO CHOOSE? WHEN YOU CHOOSE TO BE HAPPY,YOUR SELF-ESTEEM AUTOMATICALLY GOES UP WITH OPTIMISTIC ATTITUDE.

CREATE THE ECHO OF LIFE• A SON AND FATHER WERE WALKING ON THE

MOUNTAINS.SUDDENLY HIS SON FELL,HURT HIMSELF AND SCREAMED :AAAhhhhhhhhhhh

• TO HIS SURPRISE,HE HEARD THE VOICE REPEATING,SOMEWHERE IN THE MOUNTAIN, AAAhhhhhhhhhhhh

• CURIOUS,HE YELLED: “WHO ARE YOU?”

• HE RECEIVED THE ANSWER: “WHO ARE YOU?”

• ANGERED AT THE RESPONSE,HE SCREAMED: “COWARD.”

• HE RECEIVED THE ANSWER: “COWARD.”

• HE LOOKED AT HIS FATHER AND ASKED;”WHAT IS GOING ON?”

• THE FATHER SMILED AND SAID :”MY SON PAY ATTENTION.”

• THEN HE SCREAMED TO THE MOUNTAIN; “I ADMIRE YOU.”

• THE VOICE ANSWERED, “ I ADMIRE YOU.”

• AGAIN FATHER SCREAMED : “YOU ARE A CHAMPION.”

• THE VOICE ANSWERED: “ YOU ARE A CHAMPION.”

• THE BOY WAS SURPRISED,BUT DID NOT UNDERSATND.THEN THE FATHER EXPLAINED:

• “PEOPLE CALL THIS ECHO,BUT REALLY THIS IS • LIFE.IT GIVES BACK EVERYTHING YOU SAY OR • DO.OUR LIFE IS SIMPLY A REFLECTION OF OUR • ACTIONS.IF YOU WANT MORE LOVE IN THE • WORLD,CREATE MORE LOVE IN YOUR HEART.IF • YOU WANT MORE COMPETENCE IN YOUR TEAM, • IMPROVE YOUR COMPETENCE.THE • RELATIONSHIPAPPLIES TO EVERYTHING,IN ALL • ASPECTS OF LIFE.LIFE WILL GIVE YOU BACK • EVERYTHING YOU HAVE GIVEN TO IT.”

•YOUR LIFE IS NOT A COINCIDENCE.IT IS A REFLECTION

OF YOU.

YOUR PROMISE

• 1.TODAY I WILL NOT HEAR ANYTHING BAD .

• 2.TODAY I WILL NOT SEE ANYTHING BAD .

• TODAY I WILL NOT TALK ANYTHING BAD.

TODAY I WILL NOT HEAR

ANYTHING BAD .TODAY I WILL NOT SEE ANYTHING BAD .

TODAY I WILL NOT TALK ANYTHING BAD.