2p dining.ppt
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The document discusses business etiquette and provides guidance on introductions, telephone etiquette, email etiquette, dining etiquette, customer service, and international etiquette. The goal is to share information to enhance communication, show respect, establish bonds, and set oneself apart from others through proper etiquette. Guidelines include a firm handshake during introductions, being positive on the telephone, using clear subject lines and complete sentences in emails, following dining etiquette rules, apologizing and resolving customer issues, and asking questions to serve customers.
2p dining.ppt
- 1. DOW RESTRICTED - For internal use only Business Etiquette
- 2. DOW RESTRICTED - For internal use only Goal for the day •Share some great information on Business Etiquette (and have some fun) •Share something you learn today with someone else. Come to learn, leave to teach. Challenge for the day
- 3. DOW RESTRICTED - For internal use only Business Etiquette?? Expected or required behavior in social settings Rules and customs for polite social and professional behavior
- 4. DOW RESTRICTED - For internal use only Social Settings • Home • School • Business / Work
- 5. DOW RESTRICTED - For internal use only Introduction • Why is Business Etiquette important • Enhances communication • Shows respect and courtesy • Establishes a bond • Sets you on solid ground • The ability to work well with others IS the defining reason one person succeeds over another. • This will set you apart from others.
- 6. DOW RESTRICTED - For internal use only Business Culture School Culture •Introductions •Telephone •Email •Dining •Introductions •Telephone •Email •Dining
- 7. DOW RESTRICTED - For internal use only INTRODUCTIONS YOU NEVER GET A SECOND CHANCE TO MAKE A FIRST IMPRESSION.
- 8. DOW RESTRICTED - For internal use only INTRODUCTIONS • Give them a good firm hand shake – don’t make it a bone crusher. • Pay attention to the other person’s name. • Look at their name tag if they have one. • Do not give them a nick name. • Ask for clarification on how to pronounce their name. • Remember – You never get a second chance to make a first impression.
- 9. DOW RESTRICTED - For internal use only Telephone Etiquette
- 10. DOW RESTRICTED - For internal use only - Negative to + Positive • You are the Company to that person on the other end of the line. • I don’t have time. – I will get it taken care of. • I don’t know. – Let’s see if I can help you. • I have a problem. – I have a solution.
- 11. DOW RESTRICTED - For internal use only Email Etiquette
- 12. DOW RESTRICTED - For internal use only Email Etiquette • Subject line clear and concise. • Do not use a string of acronyms or Chat room / text message talk. • Use complete sentences. • Be careful of “REPLY to ALL” and “BLIND CARBON COPY” (BCC) • Be aware you may be emailing older folks or a different culture.
- 13. DOW RESTRICTED - For internal use only Example 1 • 12/07/2006 10:27 AM • To: Jim De Lane • cc • Subject: • Re: Fw: O'Neil Renewal • ahh, thanks Jim, news to me.....I'll see what I can find out/thanks for you attention. this memo was just higher up my morning readi.
- 14. DOW RESTRICTED - For internal use only Example 2 06/28/2005 02:31 PM To: Sandra Weaver/CFBI@CFBI, Linda Luna/CFBI@CFBI, Tammy Lackey/CFBI@CFBI, Vicki Eaton/CFBI@CFBI, Jim Poe/CFBI@CFBI Cc: Bobby Jacob, Doug Vrazel, Joyce Cardinell, Kurt Jentsch, Ron Dickson, Tim Griffith Bc: jbrimberry@frostinsurance.com@CFBI Subject: New Office Hours Effective with our move, and commencing on July 11th, our regular hours of operation for all employees will become 8:00 am to 5:00 pm. While this change is being put in place for a number of reasons, it is particularly important to maximize our service coverage throughout the standard business day. This will be particularly true if Victoria is selected as the Statewide Service Center for Frost Insurance. Thank you for your cooperation. Jim De Lane Regional President Frost Insurance 361-580-9026 jdelane@frostinsurance.com
- 15. DOW RESTRICTED - For internal use only Example 3 • "Phyllis Hunt" <phyllishunt@victoriachamber.org> 01/08/2007 11:30 AM • To: • "James Phillip Villafranca" <James-Phillip.Villafranca@usa.dupont.com>, jcapers@jcpenney.com, • "Jim DeLane" <jdelane@frostinsurance.com>, "'Jeff Pryor'" <jpryor@kavu-tv.com>, jefflyon@clearchannel.com, “ • Cc: • Subject: Board Meeting Agenda • Here is the updated BOD agenda. Olivia will start copying these after lunch. • • Phyllis Hunt • President/CEO • Victoria Chamber of Commerce • PLEASE NOTE OUR NEW ADDRESS! • 3404 N. Ben Wilson • Victoria, TX 77901 • (361) 573-5277 phone • (361) 573-5911 fax • (361) 935-9595 mobile • www.victoriachamber.org
- 16. DOW RESTRICTED - For internal use only Dining Etiquette The way you eat at home is not the way you eat in a business or public setting.
- 17. DOW RESTRICTED - For internal use only The Formal Business Dinner
- 18. DOW RESTRICTED - For internal use only
- 19. DOW RESTRICTED - For internal use only The Formal Business Dinner • If you are not sure, take a look around. • Guys, let’s be gentlemen. • Do not start eating until all have food. • Napkin in your lap. • Do not set used utensils on the table. • Order simple. • Salt and Pepper always go together holding them by the bottoms. • Use the Utensils OUTSIDE => IN • Wait until your food is cool enough to eat. • Setting layout => BMW = Bread, Meal, Water • “You can get to know the measure of a person over a meal.”
- 20. DOW RESTRICTED - For internal use only
- 21. DOW RESTRICTED - For internal use only Simple Leadership • I can do something • Learn, then teach • Leadership is Serving others • Leadership is NOT related to position or job title
- 22. DOW RESTRICTED - For internal use only International Etiquette
- 23. DOW RESTRICTED - For internal use only BE ACCOUNTABLE “Remember - TO THE CUSTOMER, YOU ARE THE COMPANY”
- 24. DOW RESTRICTED - For internal use only Customer Service • The 10 most important words: “I apologize for our mistake. Let me make it right.” When something goes wrong, most people just want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right. The 9 most important words: “Thank you for your business. Please come back again.” Repeat customers cost less than new customers and are often more loyal. The 8 most important words: “I’m not sure, but I will find out.” It’s ok if you don’t know the answer; it’s not ok to make the customer keep searching for it. That’s your job. The 7 most important words: “What else can I do for you?” Be prepared to go the extra mile, there is less competition there. The 6 most important words: “What is most convenient for you?” Your customers will be pleasantly surprised when you ask what’s convenient for them.
- 25. DOW RESTRICTED - For internal use only Customer Service • The 5 most important words: “How may I serve you?” This question reinforces your role in the relationship. Play that role the best you can. The 4 most important words: “How did we do?” Feedback is critical. Your customers have a unique perspective and they appreciate being asked. The 3 most important words: “Glad you’re here!” Customers who feel welcome spend more time, more money, and are more likely to return. The 2 most important words: “Thank you.” Basic manners…but how often do you get thanked when you’re the customer? The MOST important word: “Yes.” Become a yes person.
- 26. DOW RESTRICTED - For internal use only Business Etiquette Gives You A Path To Follow