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DOW RESTRICTED - For internal use only

Business Etiquette. DOW RESTRICTED - For internal use only. Goal for the day • Share some great information on Business Etiquette (and have some fun) Challenge for the day. • Share something you learn today with someone else. Come to learn, leave to teach.

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DOW RESTRICTED - For internal use only

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  1. Business Etiquette DOW RESTRICTED - For internal use only

  2. Goal for the day •Share some great information on Business Etiquette (and have some fun) Challenge for the day •Share something you learn today with someone else. Come to learn, leave to teach. DOW RESTRICTED - For internal use only

  3. Business Etiquette?? Expected or required behavior in social settings Rules and customs for polite social and professional behavior DOW RESTRICTED - For internal use only

  4. Social Settings • Home • School • Business / Work DOW RESTRICTED - For internal use only

  5. 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. DOW RESTRICTED - For internal use only

  6. Business Culture •Introductions •Telephone •Email •Dining School Culture •Introductions •Telephone •Email •Dining DOW RESTRICTED - For internal use only

  7. INTRODUCTIONS YOU NEVER GET A SECOND CHANCE TO MAKE A FIRST IMPRESSION. DOW RESTRICTED - For internal use only

  8. 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. DOW RESTRICTED - For internal use only

  9. Telephone Etiquette DOW RESTRICTED - For internal use only

  10. - 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. DOW RESTRICTED - For internal use only

  11. Email Etiquette DOW RESTRICTED - For internal use only

  12. 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. DOW RESTRICTED - For internal use only

  13. 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. DOW RESTRICTED - For internal use only

  14. 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 DOW RESTRICTED - For internal use only

  15. 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 DOW RESTRICTED - For internal use only

  16. Dining Etiquette The way you eat at home is not the way you eat in a business or public setting. DOW RESTRICTED - For internal use only

  17. The Formal Business Dinner DOW RESTRICTED - For internal use only

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  19. 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.” DOW RESTRICTED - For internal use only

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  21. Simple Leadership • I can do something • Learn, then teach • Leadership is Serving others • Leadership is NOT related to position or job title DOW RESTRICTED - For internal use only

  22. International Etiquette DOW RESTRICTED - For internal use only

  23. BE ACCOUNTABLE “Remember - TO THE CUSTOMER, YOU ARE THE COMPANY” DOW RESTRICTED - For internal use only

  24. 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. DOW RESTRICTED - For internal use only

  25. 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. DOW RESTRICTED - For internal use only

  26. Business Etiquette Gives You A Path To Follow DOW RESTRICTED - For internal use only

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