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PERSONALITY DEVELOPMENT FOR HANDLING SERVICES BEYOND EXPECTATION

Objective

  1. For developing their personality for service careers
  2. Building good attitude towards services
  3. Be able to analyze oneself as well as others for good services
  4. Utilizing effective communication and cooperating with other colleagues
  5. Delivering services beyond expectation to customers

Course Outline

1. Psychology for services

1.1 Meaning of “services”

– Rules of service persons
– General psychology in services and how to build up psychology for better services
– Attitudes of service persons and how to make customers satisfy
– Be optimistic and use emotional control

1.2 Understanding themselves for service careers

– Analyzing for self acceptance
– Analyzing for other acceptances

1.3 Personality according to services

– Emotional development for better services
– Human relations development for better services

2. Communication development for services

– Body language and intonation for effective communication (personality, facial and eye expressions etc.)
– Communication through customers
– “Concept Collections” and how to transfer them through communication

3. Manner in public

– General manner
– Business contact for both Thai and International Styles
– Greeting and welcome manner
– Manner in the office

4. Increasing good impression

– Personality
– Using verbal, manner, offering services for customers’ impression

5. Developing “Service team spirit” in organization

 

Training Methodology

Lecturing, role paying, practicing

Durationy : 1 Day