Customer Care - Part 2 Samina Masood Khan - Copy.pptx

The personality of a customer service providers plays a Vitol role in dealing with customers , their needs & wants and also dealing with irate customers.

1. Customer Care Prepared by: Samina Masood Khan Grooming & Self Awareness

2. Key points Personality Personality traits Grooming Personal Grooming Checklist Self Awareness SWOT Analysis Workplace ethics and manners

3. Objectives Presenting the airline at its BEST, Developing staff and personnel to deliver effectively Enhance customer services and Raising self esteem and confidence

4. Personality Development Make a mark of your own Personality comes from the Greek word’ Persona’ meaning ” Mask” . It is made up of the characteristic patterns of thoughts, feelings, and behaviors that make a person unique. It arises from within the individual and remains fairly consistent throughout life . It is the process of making yourself look neat, attractive and presentable .

5. Grooming Grooming involves all aspects of your self and body . Personal hygiene Attire, uniform Physical and mental representation Confidence Personality Communication skills Eye contact Smile Mannerism & etiquettes The way you carry yourself 

6. Grooming Tips Maintain hygiene on daily basis Clean and combed hair Clean hands and fingernails Clean and pressed clothing in good repair Use a suitable cologne or perfume Brush at least two times a day, especially after smoking Hair , moustache and beard should be trimmed Polished shoes

7. Types of Personality Assertive Assertive people state their opinions, while still being respectful of others . Aggressive Aggressive people attack or ignore others' opinions in favor of their own Passive Passive people don't state their opinions at all.

8. SWOT analysis SWOT stands for Strengths, Weaknesses, Opportunities, and Threats. It is a technique for assessing these four aspects of your business . It is a tool that can help you to analyze what your company does best now, and to devise a successful strategy for the future . It analysis  helps you identify strengths, weaknesses, opportunities, and threats for a specific project or your overall business plan. It's used for strategic planning and to stay ahead of market trends.

9. Personality Traits Personality traits are commonly defined as relatively stable patterns of thoughts, feelings, and actions in which each individual is different from the others . In simple words , characteristics and qualities that help define you as a unique individual. Consisting both Internal & External components.

10. Personality Traits Internal : (Inside) Genetic Characteristics Thoughts Values / Belief Creativity Feelings External: (Outside) Upbringing Introvert Extrovert Aggression Looks Adaptability

11. Personality Disorders Paranoid Influenced by anxiety & depression Antisocial A cluster of problematic and disruptive aggressive and rule-breaking behaviors Avoidant feelings of extreme social inhibition, inadequacy, and sensitivity to negative criticism and rejection .

12. Personality Disorders Schizoid A mental health condition marked by a consistent pattern of detachment from and general disinterest in social relationships Narcissistic A mental health condition in which people have an unreasonably high sense of their own importance . Borderline a mental health condition that affects the way people feel about themselves and others, making it hard to function in everyday life.

13. Personality Disorders Histrionic A mental health condition marked by intense, unstable emotions and a distorted self-image . Dependent Someone who depends on you for financial support, such as a child or family member who does not work . Obsessive –compulsive An anxiety disorder in which you have frequent unwanted thoughts that cause you to perform repetitive behaviors.

14. Schizoid

15. What type of personality are you? What positive or negative traits do u have ? Write at least three.

16. Work place Etiquettes Work etiquette is a code that governs the expectations of social behavior in a work place, group or society. Work etiquette tells the individual how to behave in normal as well challenging situations. It applies to bosses, co-workers' interaction, sub-ordinates and communication with other colleagues.

17. Manners It is a term usually precedes the word good or bad. The way you behave in public. The way you walk around in corridors. The way you speak. Body language. Attitude. The way you talk. Tongue .

18. Customer care Samina Masood Khan 24