1. Business Etiquette Coach Nick Johnson

2. What is Etiquette? “The conduct or procedure required by good breeding or prescribed by authority to be observed in social or official life.” - Merriam Webster Dictionary

3. Types of Etiquette  Customer Service Phone Etiquette E-mail Etiquette Written Etiquette (Thank you cards)  Clothing  Interview Dinner  Social  Dress

4. “Customer is always right”  Do not take comments or insults personally  Never interrupt the customer  Show empathy  Stay focused  Take responsibility  Patience really is a virtue  Be Polite  Practice Protocol  Be Friendly  Be Professional  Remember the “Golden Rule”  Ease their pain

5. Customer Service  “More business is lost every year through neglect, than through any other cause.” - Jim Cathcart  Let the customer vent  Ask the customer to identify the solution  If you don’t know, find out (higher than you)

6. When they are right, but not “right”  DO NOT attempt to negotiate when someone becomes abusive  DO NOT get into a power struggle  DO walk away from the situation  DO report the situation to your  supervisor

7. Phone Etiquette  DO NOT eat while you are on the phone  DO NOT put someone on speakerphone  DO be careful with cell phone use  DO NOT talk to others while you are on the phone  DO NOT say anything that you don’t want the caller to hear  DO NOT answer the phone if you are not prepared  DO NOT answer calls when you have someone in your office or in a meeting.  DO NOT leave your cell phone on when you are in a meeting

8. Phone Etiquette Cont….  DO return calls in a timely manner  DO say you will call back if you need to calm down, get an answer, think it over  DO keep your voice mail message current and professional  DO smile when you answer the phone

9. E-Mail (Netiquette)  Subject line should be short and specific  Avoid jargon and abbreviations - lol, :)  Use short paragraphs  Read for content and grammar before sending  Be consistent with format  Think before you hit “send”

10. Thank You Cards  Greet  Gratitude  Discuss Use  Mention Past, Allude future  Grace  Thanks

11. Introduction Etiquette  Greetings Stand tall when approached Shake hands firmly (web to web) Look in the eye Repeat name for clarity

12. Business Dinner (Do’s) 1. Unfold Napkin, put in lap 2. Women served first – right of host 3. When chewing, utensils down 4. When finished, utensils laid across plate 5. Eat what you can, but not all you can

13. Business Dinner (Don’t) 1. Start eating before host 2. Turnover forks (shovel food) 3. Don’t dip unless dip provided 4. Reach across table 5. Talk with mouth full 6. Pick teeth 7. Gorge food or drinks

14. Business Dinner Questions  Who picks up the check? Company will offer to take you to dinner so do not feel obligated to pay  What should I have to drink? What are others drinking? Follow the leader. If you order first, make your best guess at what the crowd will drink and go with it.  What should I order? Same as above, if you really don’t care, order what you want  How fast should I eat? Do not hoard food, but don’t take 2 hours to eat  What if I have an accident? Ask a waiter over, clean up what you can, act controllably  Are they really watching that close? Yes!

15. Social Etiquette  Open Doors  Please and Thank You  Yes ma’am and Yes sir  Helping out of vehicle  Helping with coat

16. Clothing Etiquette  White-Tie  Formal  Semi-Formal  Business Casual  Casual  Cocktail

17. Resources  www.etiquettesource.com www.etiquettesource.com  www.eticon.com www.eticon.com  www.therightanswer.com www.therightanswer.com