3. Lesson Objectives
1 Explain service etiquette.
Explain the importance of observing
2 rules of etiquette and its appropriate
form in social exchanges.
Describe how introductions
3 are carried out.
4. ETIQUETTE
is a set of customs and
rules for polite behavior
in particular classes of
people or professions.
6. SERVICE ETIQUETTE
Meeting Attending to Parting
pleasantries customers pleasantries
7. Meeting pleasantries
Non-Verbal Signals Verbal Signals
1 • Body Language – Look 2 • Introduce yourself clearly.
approachable and be
approachable. • Ask the customer how
she/he would like to be
• Welcome customers with addressed.
a warm smile.
• Always maintain eye
contact.
• Be conscious of your
grooming.
8. Attending to customers
Non-Verbal Signals Verbal Signals
1 • Project a “customer- 2 • Be specific when
first” mindset. answering
questions/giving
• Always be ready to lend directions.
your customers a
helping hand. • Be prepared to go the
extra mile.
• Be aware of your body-
language; should be • “Wow” your customers.
positive
9. Parting pleasantries
Non-Verbal Signals Verbal Signals
1 • Maintain eye contact. 2 • Thank the customer for
doing business with you.
• Smile to show your
appreciation to serve • Express appreciation for
him/her. interest in the product/
service even though
• Always maintain a he/she does make a sale
positive body language
• Ask the customer to
come back
10. Form of Address
MALE
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 name
FEMALE (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.
