5. The Brand Value of FCM
Rendering services by trained &
experienced Travel Consultants
Selling solutions, services and
assurance
Building trust and lives-transparency
in business dealings
Expert who cares- guidance for
customer
10. Greet & Introduce
Greet and
Introduce
Grooming
Personal
Hygiene
Etiquette
• Wish & Greet
– Call: Good morning/evening/afternoon
Mr. Singh/Ms. Kumar/Ravi/Susan. How
are you doing today?
– Writing: Dear Mr. Kumar/ Ms. Singh
• Introduce yourself & your organization
• State the purpose of call/email
– Call: I’m Sanjay from FCM with
reference to your _________
– Write: I’m writing to you with reference
to your request to FCm for
13. Meet and Greet
Verbal
Greeting
Introduction
State the purpose
of the call
Rapport building
Take permission to
ask questions
Non-verbal
Body language
Handshake
Written
Subject
Proper Salutation
Include Message
Closing Line
End with
Signature
14. Useful Phrases
How may I help you Mr Singh
Thank you for your business
Good to see you Mr Sharma
Pleased to meet you Ms. Rao
Have a nice day. Have a nice trip
Feel free to contact me when you need help with
your Visa form
Please get in touch with us when you plan your
next trip
It was nice speaking to you. It was nice meeting
you
18. Verbal Communication
Verbal messages are the expression of
thoughts in spoken words.
It comprises of words, phrases, and sentences
that you use.
When speaking, accurate use of language and
fluency alone are not enough. It is equally
important to know
what to say
to whom
and when
20. Non-Verbal Communication
• Non – verbal communication constantly
takes place amongst individuals.
• Non verbal has major components like
– Visibility
– Emotions
– Actions/Gestures
• Paralanguage
– Rate of speech, tone, accent
– We normally react to the emotions
rather than the words
21. Body Language
Indicates
feeling of
confidence or
superiority
Indicates signals
defensiveness
Indicates openness
and acceptance
Indicates
disagreement.
Interest &
involvement
Bored, Lazy &
unmotivated
Overpowering &
Intimidating
22. Grooming & Personal
Hygiene
Greet and
Introduce
Grooming
Personal
Hygiene
Etiquette
• It’s your choice as to what kind of image
you want to project at work
• It’s in your hands to make the difference!
• Grooming refers to:
Formal Dress
Well shaved
Trimmed hair
Clipped Nails
Formal Shoes
Minimum Accessories
23. Grooming Checklist
Clothes
Clean & Ironed uniform
Well fitting
Shoes
Clean & Polished leather
shoes (preferably Black)
No Sports shoes.
Socks
Clean
Not torn
Elastic not loose
Navy Blue / Black /Gray
Shave
Shave every day (unless
your religion permits
you to do so)
No side locks
Hair
Clean & Dandruff free
Well combed
Today did you…
Bathe /shower
Brush teeth
Nails
Clean
Cut & Filed
Men - NO nail paint
Use deodorant
25. Etiquette
Greet and
Introduce
Grooming
Personal
Hygiene
Etiquette
• Be pleasant and polite to everyone
• Be punctual; if not inform the relevant
person that you’ll be late
• Use the magic words:
– Good Morning, Please, Thank you,
Excuse me, Have a good day!
• Don’t hesitate to be the first to apologise
• Be polite while seeking or rejecting
requests and favours
• Don’t use foul language at the workplace
• Don’t make a habit of passing the buck!
26.
27. Composing an Email
S
• Subject Line
P
• Proper Salutation/Greet
I
• Include the message
C
• Closing Line
E
• End with signature
