Lim Rui Qi Jessica
Temasek Polytechnic
Leisure & Resort Management
0703222J
T13
Business Etiquette & Service Excellence BHT2008

Mr. Fernando Arroyo Fassio

Building a Professional Presence

I have learnt about the fundamentals of dressing, the proper dress code for different
occasions and events. Through this workshop, I am more aware of the appropriate dress
code for the particular event, from clothes to handbags, shoes and to accessories.
In addition, I also truly agree with you, Mr. Fernando when you said that everyone should
also learn about the dress code for the opposite sex. Who knows, one day I might
be appointed to check the overall appearance of the company staffs, and this first
workshop will come in handy. Another interesting part in this workshop is the dressing for
special occasions. I have really learnt a lot, e.g. before this workshop I did not know that
cocktail party and cocktail reception actually make a difference! After attending this week’s
workshop I will not be afraid that my dressing does not match with the occasion.

In this workshop, it also equips me with the knowledge and know-how during the first
interaction with others, from introducing myself to handshakes, handling business card and
make small talks. Very commonly, our first impression would have been
made even before we communicate with each other. Action speaks louder than words,
therefore we should be very cautious about our body language and gesture, because you
will not know when there might be someone out there observing you silently at a corner.
Therefore it is important that we portray ourselves in positive way to give others a good
impression of us.

One’s appearance and gestures say all about his/her character,
this is also where others will get a first impression of us.

Customers' Perception

The Customers’ Perception workshop is all about the arts of service, the basic criteria of
creating a good customers’ satisfaction. The elements that create perception are divided
into two groups; within company’s control and beyond company’s control. In addition,
there is long-term and short-term expectation creator that differentiates the former.
It is important that a company pays extra attention to these elements as it will determine
the probability of a having a satisfied customer or even a repeat purchase.

In a business setting, it is not only providing what the customer needs but also important
to note what is the things to avoid. Therefore in the second part of this workshop we
learnt about the 7 deadly statements. I think the June Term Break assignment was a very
meaningful one. Through my own experience, it allows me to have a deeper understanding
of the workshop . I get to understand how those elements create an impression in
customers, and how this impression will be affected by the actual experience.

Customers is the last person on earth that we can offend,
one must always keep in mind to put in as much effort as possible to satisfy them.
Even with the best equipments and staffs,
no company can ever be successful without customers.

International Business Etiquette

India

is one of the fastest growing countries in the society now; therefore there is a need

for us to know how to work in the country. In this workshop, I learn about their business

etiquette in New Delhi,

India

, as well as their culture and behaviour of the people. (e.g.
use only right hand when eating)

I think it is important that one has researched and analysed about a country’s
business patterns and behaviours (not only India) before they plan to set up their
company there. This will help them to adapt to the foreign environment easier and
faster.

This workshop was further extended to let us discuss in groups, in which allows us to
better understand the different business etiquette in different country. Through the
sharing of each group’s presentation, I have also gained a lot of knowledge in knowing the
social habits of people in each country. With this awareness of correct business etiquette,
it will assist me to be accepted in the visiting country.

In order to work in a country,
one must learn to live with the people and adapt to their environment.

Corporate Politics in Perspectives

From my personal part-time experience in retail, food and beverages and also administration department, there is no one company that is free from politics. The most commonly
seen politics in companies is between the employees, and I believe I will face even serious
politics when I step into the working society in future.

In this workshop, I learnt how to deal with politics and understand the ‘should’ and
‘should not’ do in company. It is important that one will not be forced into playing in politics
by peer pressure; instead they should learn how to confront and overcome them. It also
teaches me about office romance and cost it pays in company. Sexual harassment can also
occur in corporation and women are often the victim in this situation. However, we should
not be afraid to report the matter to a superior and police to prevent other colleagues to
become his/her victims.

No one can escape from corporate politics, so learn to face it and solve it!

Building a Service Culture

Environment shapes behaviour and company’s vision and mission is like a skeleton of
human body. It builds up the structure of the company, gives employees a direction and
creates a perception in customers’ mind. The case study of Land’s End clearly illustrates the
importance of having good relationship between the company’s vision and their employees
and also service guarantees and customers. Happy employees will lead to happy
customers; therefore we have to treat employees like real customers, empower and
reward them.

In the second part of this module, I learnt about the 4 steps to customer satisfaction and
understand the cost to pay if a customer is lost. Therefore, it is important to have a very
good service recovery plan. (e.g. complimentary tickets given, follow-up with customers)

After the pre-workshop individual assignment to research on specific company's service
culture, I compare the findings with my group mates and we realised that company from
different industry have different service standards. In addition, most successful companies
(e.g Ritz Carlton) will encourage feedback from customers in order to improve in their
service standards. Therefore, we can see that service standards play an important role in
showing the customer care each company has.

Excellent service is the first step towards success of your company.

The Art of Corporate Entertainment

This is the point when we have really close interaction with our clients/customers and it is
the crucial situation to which whether a business can be clinched or not. Action speaks
louder than words; it will tell others our behaviour, manners, as well as the respect and consideration we have for others. Therefore, it is important that we take extra notice to
our gestures and know about social etiquette.

In the second part of this workshop, we were given a task to have a hands-on practice in a restaurant setting where everyone was assigned to a particular role. It was really fun and interesting pin-pointing out the mistakes my group mates had made, we had also identified
a number of appropriate and correct dining etiquette. I realised that even though we have
been taught in class of the proper dining etiquette, we still bound to make error during the
assignment. Therefore, I strongly believe that one must take time to train to become a well-mannered person with the excellent social etiquette.

(This is my favourite workshop topic, click on the navigation to see the details!)

Practice makes perfect.
Relying on the notes is never enough.
Step out of your comfort zone and be daring to learn from mistakes!

Delighting Your Customers

In this workshop, I learnt about the chain of excellence to get to the end product- repeat business. Nothing can be done in the service industry alone; customers, employees
and leaders are all linked together.

It needs a good leader with excellent communicate skills to inform his/her employees the
corporate culture, values and vision clearly. This corporate culture will actually provide the
employees a clear and definite objective to work towards. By creating a common goal for
the whole company, it will help to strengthen the bond between them and encourage
teamwork. Trainings and skill upgrading courses will also help to improve employees’
confidence and expertise in providing better and more quality service. It is important that
staffs are given recognition and empowerment in their work, or by giving them the
opportunity to participate in simple decision-making for minor matters will actually create a
sense of belongingness in them. Thus, a happy employee providing excellent service will
create a happy customer- considering the customers’ needs and wants are met.

To achieve guest satisfaction is not about providing what they need, it is to create a
memorable experience or offer an extra benefits that they did not even thought that they
will need- I call this the special point. Why is it so important to have this special point?

Because, every customers will remember this special thought that you have put in for them.
This special act does not need a huge sum of money or a long period of your time, it is
empathy. This is what I personally think that many companies are lack of which result to
the loss of their customer loyalty.

Customer loyalty is achieved
when they value the relationship between you and them.

“The Art of Corporate Entertainment”, the name of this topic itself has appeared to be so unique as compared to the others like “Customers’ Perception” and “Corporate Politics in Perspective”. It tells me that all in all, the process of meeting your corporate associate is an art. True enough, this is not something that you can learn from book easily.

I like the different mode of teaching that the lecturers have came up with. Example, the video specially produced for this topic, showing the ‘should do’ and ‘should not do’ in a dining setting had made a really deep impression in me. The comical actions of the lecturers were still clear in my mind, i.e. the napkin tucked in his belt. During the class workshop, Mr. Fernando had brought a set of dining utensils to let us observe their position and the different uses.

The self-directed learning assignment given to us was a great learning experience. In the process of enjoying the meal, we learnt a lot and took down notes of the dining etiquette that my group mates have made. Their mistake was a valuable lesson to us (e.g. MUST stand when our guest stands up) and we have also learnt from their correct dining etiquette (e.g. do not talk when mouth is full).

Ask yourself, how many times do you actually practice the correct social etiquette? Many times when the atmosphere becomes informal (especially with your friends around) we tend to forget about our etiquette. One may not even realise that they have neglected the importance of presenting themselves well. There may be only you and your close friends, thus you think that there is no need to have extra attention on your behaviour. But never forget that you are still in a public setting. Who knows, the person sitting next to your table when you comb your hair at the table may be your superior or business associate!

After this workshop, I learnt to be more sensitive of my dining etiquette. E.g. Placing my fork and spoon parallel to each other at 4 o’clock position. I share knowledge with my outside friends and we had fun reading through my notes and studying the table settings. We even tried to exercise those practices and learnt while we enjoy each other companion; it was really a very interesting learning process. Since then, I have become more particular of my dining etiquette!