Presentation on theme: "SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner."— Presentation transcript:
SERVICE ATTITUDE By Jasmine I. Aquino
SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner by meeting and exceeding their expectations through individualized and holistic assistance
Empowerment enables employees to make decisions and provide service excellence by acting in the best interest of all stakeholders. However, a sense of empowerment comes from within the individual.
What can YOU do to provide service excellence to others?
EMPOWER THE BEAST WITHIN Behavior Empathy Attitude Service Trust
A TTITUDE Our personal perspective following the evaluation on a given matter based on past experiences and current values
HOW IS A PERSON’S ATTITUDE SHAPED? Classical Conditioning Operant Conditioning Observational Learning Persuasion Cognitive Dissonance
HOW DO WE COMMUNICATE ATTITUDE? Verbal – Denotation, Connotation Vocal – Pitch, Volume, Cadence Visual – Appearance, Body Language
TEN POSITIVE ATTITUDE PRINCIPLES Positive Thinking Principle Proactive Principle Appreciation Principle Small Stuff Principle People Principle The Self-Esteem Principle Overwhelm Principle The Flexibility Principle Response/Ability Principle The Self-Awareness Principle
POSITIVE THINKING PRINCIPLE
Proactive Principle Appreciation Principle Small Stuff Principle
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