Page 4 - CUST SVC TEXTBOOK 2020

1.4 Importance of Good Appearance and Grooming – How should we groom ourselves?

An important part of providing excellent customer service is for Service Providers to take care
of their personal presentation.

Quality Service Providers who want to give excellent service are to be mindful of:

- how they are dressed and

- their personal hygiene standards

Customers look at the Service Providers first before they speak with them. Since first
impressions are formed within the first seven seconds, dirty-looking and untidy Service
Providers may not get a second chance to change the customers’ negative first impressions.

1.5 Importance of An Appropriate Poise – What is poise? And How should we carry
ourselves?

Besides taking care of their appearance and grooming, Service Providers are to pay attention to
their poise / grooming / appearance. The way / manner they carry themselves speak a lot not
only of who they are but also the organization they work for. Service Providers are to:

- GST – Greet, Smile, Thank

- be positive

- remain calm at all times

4
Developed by NorthLight School