This document appears to be notes from a training on service excellence. It includes instructions on developing an impressive personality through appearance, expressions, intelligence, emotions, interests, and social adaptation. It emphasizes having a positive attitude and speaking in an enthusiastic, thoughtful manner. The training encourages employees to be attentive, responsive, and committed to serving guests passionately and sincerely in order to surprise and astonish customers.

1. A MOMENT TO REMEMBER
SERVICE EXCELLENCE TRAINING III
OCTOBER 16, 18, 2012
HELMY VRAMERRYAN

2. AT THE END OF THE TRAINING …
1. Understand how to develop
impressive personality.
2. Own a better and positive self
image.

3. SHOUT!
SAYA TULUS IKHLAS!
SAYA MAU MENOLONG!
SAYA SELALU SIAP!
SAYA TENANG DAN TIDAK PANIK!
SAYA SELALU BERPIKIR POSITIF!
SAYA YAKIN YANG SAYA KERJAKAN!
SAYA SELALU SENYUM!

4. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
Appearance
Expressions
Intelligence
Emotions
Interests
Social adaptation

5. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Are you neat?
 Are you careful about cleanliness? Appearance
 Do you have a good posture?
 Do you watch your facial expression?
 Do you have a ready SMILE?
 Do you have a weird manners?

6. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Do you have pleasant modulated tone of voice?
 Are you smart to choose your words?
 Do you show interest in your expressions?
Expressions

7. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Have an effort to improve memory?
 Are you observant?
 Are you attentive?
 Are you mature?
 Are you understanding/thoughtful?
Intelligence

8. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Are you cool?
 Is your temper under control?
 Are you discipline yourself?
 Do you avoid self-pity?
Emotions

9. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Do you read books/mags?
 Do you attend course?
 Do you have knowledge of music or science?
 Do you have a hobby?
Interests

10. STEP #3: DEVELOP IMPRESSIVE
PERSONALITY
 Are you sympathetic?
 Are you thoughtful?
 Do you talk less and listen more?
 Do you try to help others as far as you can?
Social adaptation

11. Verbal Impact
What you say
Vocal Impact
How you say
Visual Impact
How you look

12. COMMITTED TO SERVE PASSIONATELY
C AND SINCERELY
A ATTENTIVE
R RESPONSIVE AND DON’T DELAY
ENTHUSIASTIC
E

13. Let’s discuss …
WHAT ATTEMPT CAN YOU & YOUR DEPARTMENT
TO MAKE YOUR GUESTS HAPPIER AND SURPRISE
YOUR SERVICE??
Be everywhere, do everything, and
never fail to astonish the customer.
Macy's Motto