EVALUATE SELF AND IDENTIFY PERCEPTION GAPS TO ENHANCE PROFESSIONALISM

1. Recognise the importance of professional image and projecting a good first impression

• Realise the power of perception
• Understand the importance of first impressions & maintaining a professional image

2. Demonstrate professionalism through the 3As of Appearance, Actions and Attitudes to narrow perception gaps and provide a favourable brand experience

• Review your personal appearance, actions & attitude
• Narrow perception gaps between your image & your organisation’s identity for brand & image consistency

UNDERSTAND CUSTOMER EXPECTATIONS AND COMMUNICATE EFFECTIVELY WITH OTHERS

3. Communicate effectively through different platforms and organisational resources to interact with identified customers and meet their needs and expectations

• Examine various customer touch-points that contribute to the total customer experience

4. Apply etiquette principles to convey thoughtfulness and respond with diplomacy under different settings and situations

• Uncover potential blind spots to become more personable to win the hearts of customers & colleagues
• Apply the golden principles for good etiquette & adapt to cultural differences & situational challenges
• Convey thoughtfulness, communicate with tact & diplomacy, and connect positively through social graces
• Exude greater professional presence, charisma & influence through your actions

5. Adapt dressing principles in colour, prints, fabric, style and accessories to project a consistently professional image

• Define the global professional image & how people in your industry should dress
• Dress right, dress smart with the Imageworks Flexi-DressTM Guide to present yourself well in every situation
• Adapt your image and develop your overall appearance through colour, prints, fabric, style & accessories

6. Enhance personal grooming from top-to-toe to look appropriate in different situations

• Face forward with confidence with an appropriate skincare, make-up & hairstyle routine
• Assess your top-to-toe image consistency by applying a 3-point Image Reality Check

7. Engage through conversational small talk and effective communication techniques to connect with others

• Learn the principles of effective communication
• Choose magic and avoid tragic words & topics
• Practise the art of conversations to build rapport with customers & colleagues

8. Project poise, confidence and presence through dynamic body language expressions

• Manage your verbal, vocal and visual communication messages
• Optimise body language expressions including spatial & facial communication and poise & bearing for positive self-projection

GO-THE-EXTRA MILE FOR SERVICE AND SEEK IMPROVEMENTS TO EXCEED EXPECTATIONS

9. Go-the-extra-mile for service & seek improvements to address customer concerns & exceed expectations
10. Uphold service commitment by providing accurate information & maintaining customer confidentiality