Presentation on theme: "Business Etiquette Coach Nick Johnson. What is Etiquette? “The conduct or procedure required by good breeding or prescribed by authority to be observed."— Presentation transcript:
What is Etiquette? “The conduct or procedure required by good breeding or prescribed by authority to be observed in social or official life.” - Merriam Webster Dictionary
Types of Etiquette Customer Service Phone Etiquette E-mail Etiquette Written Etiquette (Thank you cards) Clothing Interview Dinner Social Dress
“Customer is always right” Do not take comments or insults personally Never interrupt the customer Show empathy Stay focused Take responsibility Patience really is a virtue Be Polite Practice Protocol Be Friendly Be Professional Remember the “Golden Rule” Ease their pain
Customer Service “More business is lost every year through neglect, than through any other cause.” - Jim Cathcart Let the customer vent Ask the customer to identify the solution If you don’t know, find out (higher than you)
When they are right, but not “right” DO NOT attempt to negotiate when someone becomes abusive DO NOT get into a power struggle DO walk away from the situation DO report the situation to your supervisor
Phone Etiquette DO NOT eat while you are on the phone DO NOT put someone on speakerphone DO be careful with cell phone use DO NOT talk to others while you are on the phone DO NOT say anything that you don’t want the caller to hear DO NOT answer the phone if you are not prepared DO NOT answer calls when you have someone in your office or in a meeting. DO NOT leave your cell phone on when you are in a meeting
Phone Etiquette Cont…. DO return calls in a timely manner DO say you will call back if you need to calm down, get an answer, think it over DO keep your voice mail message current and professional DO smile when you answer the phone
E-Mail (Netiquette) Subject line should be short and specific Avoid jargon and abbreviations - lol, :) Use short paragraphs Read for content and grammar before sending Be consistent with format Think before you hit “send”
Thank You Cards Greet Gratitude Discuss Use Mention Past, Allude future Grace Thanks
Introduction Etiquette Greetings Stand tall when approached Shake hands firmly (web to web) Look in the eye Repeat name for clarity
Business Dinner (Do’s) 1. Unfold Napkin, put in lap 2. Women served first – right of host 3. When chewing, utensils down 4. When finished, utensils laid across plate 5. Eat what you can, but not all you can
Business Dinner (Don’t) 1. Start eating before host 2. Turnover forks (shovel food) 3. Don’t dip unless dip provided 4. Reach across table 5. Talk with mouth full 6. Pick teeth 7. Gorge food or drinks
Business Dinner Questions Who picks up the check? Company will offer to take you to dinner so do not feel obligated to pay What should I have to drink? What are others drinking? Follow the leader. If you order first, make your best guess at what the crowd will drink and go with it. What should I order? Same as above, if you really don’t care, order what you want How fast should I eat? Do not hoard food, but don’t take 2 hours to eat What if I have an accident? Ask a waiter over, clean up what you can, act controllably Are they really watching that close? Yes!
Social Etiquette Open Doors Please and Thank You Yes ma’am and Yes sir Helping out of vehicle Helping with coat
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