THE GEMS PROFESSIONAL PROGRAMME - AutodidaktikosPS1: Qualities of A GEMS Professional PE1.1...

THE GEMS PROFESSIONAL PROGRAMME

“If you don’t care, your customer never will” Marlene Blaszczyk

© 2013 Adrian Chow All rights reserved

Unit Objective:

Enable participants to confidently manage high levels of premium “Going Extra Miles Service”

skills at all levels of interactions with XXX customers

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PS1: Qualities of A GEMS Professional

PE1.1 Demonstrate the qualities of GEMS professional

PE1.2 Display professional grooming and presentation skills

PE1.3 Projecting confidence when interacting with customers

PS2: Essence of GEMS Service

PE2.1 Understand the specific types and needs of customers

PE2.2 Adopt a customer first mindset throughout interactions with customers

PE2.3 The 3Ps of service excellence

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PS3: Delivering GEMS Service

PE3.1 Demonstrate positive acknowledgement and salutations of customers

PE3.2 Identify customers needs and expectations for personalised service

PE 3.3 Assist customers with undivided attention

PE3.4 Applied customer-friendly language for showing appreciation of patronage

PE3.5 Identify opportunities for Extra-Mile services

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PS4: Maintain GEMS Service

PE4.1 Identify situations of customer’s dissatisfactions

PE4.2 Effective handling customers’ dissatisfaction

PE4.3 Follow Up service

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The heart of GEMS service lies in KNOWING & SERVING the customer as a PERSON

with individual behaviour, emotions, needs and preferences

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Qualities of A GEMS Professional


Johnny The Bagger

You can make a DIFFERENCE!!!

7 © 2013 Adrian Chow All rights reserved

Can You BE A JOHNNY?

Activity


MCMR

As far as customers are concerned YOU are the company

My Customers My Responsibility


Positive attitude

Geniune service mindset

Understand customer requirements

Know all aspects of job responsibility

Thirst for Improvement

Awareness of market dynamics e.g. Competitors

What can you learn from them? Why do customer buy from them!!! How can you protect your present customers? How can you “switch” competitors’ customers?

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Qualities of A GEMS Professional


From ??? to Wow Wow Wow

Look Good Feel Good


Grooming is about respecting yourself, company and customers by projecting a professional image

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Grooming & Presentation Skills


First Impression Grooming Guidelines

Hair – clean and neat

Details – no missing buttons, lint or tags

Hands – clean, manicured fingernails

Fit – clean, pressed and proper fit

Smell – little or no cologne; no cigarette odor

Breath – fresh, clean breath; use a breathmint


Projecting Confidence when Interacting with Customers


Projecting Confidence when Interacting with Customers

Confidence is all about your state of mind

Self-confidence can show in many ways:

your body language

how you speak


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The 3 Vs of Communication


Vocal Projection

Volume (appropriate to situation and

environment

Speed Control (not too fast or slow, choppy or disconnect)

Well-Modulated (not monotone, expressive and stress on important words)

Pause at appropriate time


Projecting Confidence with Your Body Language

Posture

Maintain a good body posture

Use Open posture - keeping the trunk of the body and palm open and exposed

This will indicates friendliness, openness, and willingness.


Projecting Confidence with Your Body Language

Facial expressions

Eye contact

Avoid negative eye language such as rolling eye, side look and “sneaky look” when recommending products.

Gestures

meaning of gestures can be very different across cultures and regions, so it’s important to be careful to avoid misinterpretation


YOU ARE THE STAR!!!

Activity


What will be your

Activity

“Little extras”?


THE GEMS PROFESSIONAL PROGRAMME - AutodidaktikosPS1: Qualities of A GEMS Professional PE1.1...

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