Hospitality

Customer Service
What? Why? Who? and How!
to be Successful

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Hospitality Success

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 Hospitality Smile
A great Customer Service smile will attract people to
approach you and be friendly.

An even friendlier smile and body language, means

people will feel safe ask to you for help no matter where
you are.

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 Agenda
1. What is Successful Customer Service?

2. Why is Customer Service so Important?

3. Who is Involved in Customer Service?

4. How to Offer the Best Customer Service?

A. Method
B. Recovery
C. Teamwork
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What?
is Successful Hospitality
Customer Service ?

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What? Hospitality Success
 What is Successful Hospitality Customer Service?
 Hospitality is the friendly, generous welcome and entertainment of
guests, visitors, or strangers. (e.g. hotels, restaurants, etc)

 Customer Service is EVERY interaction between a customer and an

employee:
 In-person
 Telephone
 E-mail or Letter
 Website
 Physical space (e.g: experience when customer walks into the room)

 Successful Customer Service is when the customer and the server

both have their needs and expectations met
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Customer Experience Excellence

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Customer’s have Feelings too

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What? Legal Requirements
Safety
Hygiene / Health
Alcohol service
Gaming service
Discrimination
Accessibility for Disabilities

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What? First Impression
 Clean, Tidy, Visually appealing, Safe
 Welcoming, Polite, Attentive, Friendly, Helpful, Willingness to
listen, Respectful, Value my time

 How long does it take to form a first impression?

 Examples
 KingBurger Video

 Southwest Airlines Video

 Fewest customer complaints 18 years in a row
 Profitable for 40 years in a row
 Top 10 companies to work for in the United States
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What? Second Impression
 Clean, Tidy, Visually appealing, Safe
 Welcoming, Polite, Attentive, Friendly, Helpful, Willingness to listen,
Respectful, Value my time

 Good Communication, Knowledgeable, Responsive, Efficient,

Responsible, Reliable, Organized, Trustworthy, Understanding, Good
Follow-Up

 Examples

 Wendy 2:15 -end

 Marriott 0:44-7:50
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What? Loyalty
Consistent quality & value for money

Personalities look for:

Green: efficient, knowledgeable, innovative,
Blue : friendly, feel included, part of the family
Gold: consistent, predictable, feel important
Orange: variety, receives positive attention, specials

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What? Loyalty

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What? Server’s Needs
Respectful people
Clear communication about customer expectations
Clear communication about employer expectations
Positive Feedback

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What? Reflection 1
Choose a company where you have been a customer
several times over the last year or more
E.g. grocery store, bank, restaurant, clothing store,
coffee shop, cell phone company…

Answer first 4 questions

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What? Complaints are Gifts

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What? Complaints are Gifts

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What? Complaints are Gifts
How can you find out the complaints from people who
don’t complain because they are passive?
Be open and friendly and eager to listen
Ask questions, if they say ‘fine’ or ‘ok’ or you notice they
won’t eye contact with you then try:
 Please, I’m trying to learn ways to improve my customer
service, can you help me?

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What? Complaints are Gifts

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What? Complaints are Gifts
Thank you so much for bringing this to my attention.

I appreciate knowing about this and hope you will give

me the opportunity to make it ‘right’.

Thank you for telling me and thank you for your

patience while we do our best to win your trust back

Unhappy customers may be like this gorilla video

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What? Your Turn
With a sentence or two, describe a difficult or
challenging scenario that you observed or experienced
during your Co-op, workplace or school.

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Managing Conflict
Read note pg 43 in Customer Service Survival Toolkit
Share story pg 9 - ask students to prepare response.
Review the recommended response on pg 11 and
brainstorm what lessons there are to be learned.
Active listening with Empathy
Convince them you have listened and understood
Avoid empty apologies, excuses, blaming, getting defensive
…

The Customer Survival Kit - What to say to

Defuse even the Worst Customer Situations,
Richard S. Gallagher, 2013
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Customer Service Survival Tool Kit
Share story from pages 25 and ask students to prepare a
response.
Review the recommended response on pg 26 and
brainstorm what lessons there are to be learned.
 Active listening with Empathy
 Convince them you have listened and understood
 Avoid empty apologies, excuses, blaming, getting defensive
…
The Customer Survival Kit - What to say to
Defuse even the Worst Customer Situations,
Richard S. Gallagher, 2013
What? Measuring Satisfaction
A few ways of Measuring Satisfaction:
Comment Cards
On-the-spot surveys (Did you find what you wanted?)
Surveys (online or paper)
Online Reviews such as TripAdvisor
Mystery shopper
Loyalty Cards

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Check Online Reviews

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Tripadvisor sample reviews
 Albert at Bay “Always a Great Stay”
 Reviewed yesterday
 Just returned from a 9 Night Stay. The suites are huge, clean, and the staff are
all so friendly. My wife and I always feel safe and comfortable when we stay
here. Always nice to see Bernadette and the front desk staff. This suites hotel
gives you great value for your money. Thanks again for another great stay,

 Westin Ottawa “Exceptional Service”

 Reviewed 1 week ago
 The vibe in this hotel is very energetic , the staff super friendly . Rooms ( and I
am OCD on cleaniness) were clean, bright and beautiful. Before we even
showed up the staff was in contact asking what we needed and though the
notes were in a preset format their responses to my requests were anything
but standard. The service and friendliness of their staff is what made this a 5
star visit.
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 Albert at Bay “Second to none!!!”
 I travel very often and probably stay in different hotels 50 to 100 times a year.
The Albert at Bay in Ottawa far exceeds anyplace I stay at in all of Ontario.

Whether it is the front desk with Bernadette who I often refer to as the face of
the Albert at Bay or when I make meeting arrangements with Erin (Catering
Manager) or Danika in the Marketing group the service is always enjoyable and
top rated.

Even to the cleaning staff who refuse to get onto an elevator when a customer is
already on it as I believe they do not want to inconvenience any of the guests
with the smell of the cleaning carts, this just shows how much they care about
your stay at their hotel.

I could go on and on in my review of how great this hotel is but when you are
planning on a visit to the Nation's Capitol of Ottawa you need to experience
this for yourself to truly appreciate the hospitality that comes from all who look
after your every need and are always ready to resolve issues immediately.

This is what a 5 star hotel should visit to strive after.

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What? Measuring Satisfaction
Questions must be action oriented:
 How would you Improve our product/service?
 How can we improve?
 If you could change one thing about our service what would it
be? Why?
 What was one thing you love about our service? Why?
 How does our product compare to competitors?
 What are a few words you’d use to describe our product/
service?
 In what way is our product weak compared to competitors?
 Note: if you only ask how happy they are, you won’t know how to change

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What? Your Turn & Reflection 2
Question for customer video

1. For your Chosen company, answer question #5:

1. What customer satisfactions measurement tools do
they use?
2. Are they effective tools?
3. What other tools would you recommend?

2. In your Teams, create some customer satisfaction

measurement tools. (hint: who are your customers?)
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 Why?
is Successful
Customer Service Important?

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Why?
Why do we want to learn Successful Customer Service?

Success = Happy Customers & Employees

=> Future Customers

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Why? Perception
Differences in perception between the Service
Provider and the Service Receiver

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How? Gold & Platinum Rules
Golden Rule =
Treat others as you want them to treat you

Platinum Rule =
Treat others as they want to be treated

Why is Platinum so much better for Customer Service?

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Why? Needs vs Expectations
Need = solve a problem
 e.g. Hungry = need food, Tired = need bed

Expectation = value expected for the money

 The level of quality and service should match the amount spent
 Different expectations
 If spending $10 for meal or $50 for meal.
 if spending $50 for a hotel room or $300 for room

4 Tips 4 Success
 Expectations & Surprises & Stories & Names
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What? Predicting Expectations
Being able to predict your customer’s needs and
expectations will make your work easier, more
efficient, more effective and more rewarding

Practice by predicting 2 or 3 questions that will be on

the final exam. Imagine HT is your customer. You will
not be paid with money, you will be paid with a
certificate (if you can prove you have learned how to be
a good hospitality employee…)

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Why? Money

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Why? Money

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Why? Your Turn
Look on Tripadvisor.ca to read some reviews of the
hotel where you are doing your co-op.

Continue working on your Housekeeping List on the

htjobs.pbworks.com

If there are not enough computers, share them by

working on your Business Venture project

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 Who?
is Part of Successful Hospitality
Customer Service ?

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Who?

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Who?
Who is involved in Customer Service?
whole organization has to be geared to customer service,
even the employees who never meet the customer.
Everyone should be given the tools and support and
power to provide excellent customer service.

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Who? Internal & External
What is the difference between an Internal Customer
& External Customer?

External Customer = a customer who brings money

into the company (e.g. a hotel guest)

Internal Customer = a customer who is paid by the

same company that you are paid by (e.g. front desk,
housekeeper, laundry, custodian, houseman…)

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Who? Disabilities
• Disability – Difficulty performing an activity

• Accessibility barrier – Any obstacle that make it

difficult — sometimes impossible — for people
with disabilities to do the things most people take
for granted (examples)

• Handicap – When an accessibility barrier puts

someone with a disability at a disadvantage.
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Who? Disabilities
The Accessibility for Ontarians with Disabilities Act (AODA)
became law in 2005

Accessibility standards in 5 areas will gradually become law

between 2005 and 2025. The first area to become law was
Customer Service in Jan 1st 2012.
1. *Customer Service 2012
2. Employment
3. Information and Communication
4. Transportation
5. Design of public spaces
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Who? Disabilities
Customer Service Laws for AODA
• Step 1 – Create and put policies in place for serving customers
with disabilities

• Step 2 – Provide training to staff on how to provide

accessible service to customers with disabilities

• Step 3 – Put policies, practices, and procedures in writing (if

more than 20 employees)

• Step 4 – Report progress online (for more than 20 employees)

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Who? Disabilities
Talk to Me Video (Intro & Hospitality)

Online Training Course

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Who? Disabilities
Review the Resource material for each of the 8 Disability Scenarios:

1) Deaf, deafened, oral deaf, and hard of hearing

2) Intellectual or developmental

3) Learning

4) Mental health

5) Speech or language

6) Physical or mobility

7) Vision loss

8) Deafblind
Helen Keller video & Complete Awareness Quiz with a Partner
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Who? Your Turn
Practice the scenarios with your partner for each type of disability:

1) Deaf, deafened, oral deaf, and hard of hearing

2) Intellectual or developmental
3) Learning
4) Mental health
5) Speech or language
6) Physical or mobility
7) Vision loss
8) Deafblind

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Who? Your Turn
Create and Practice scenarios with your partner for
each type of disability in Customer Service

Share concerns and lessons learned

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Who? Your Turn & Reflection 2
1) Final AODA Quiz & Certificate

2) For your chosen company, answer question #6:

1) What are the accommodations for disabilities and
what would you recommend they have.

3) In your Teams, describe what accommodations you

will include in your business venture for disabilities

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Who? Diversity -
Demographics
Demographics are characteristics of a person such as:
Race, gender, height, age, income, culture, disabilities,
education level, religion, sexual preference, employment
status, where they live…

Example of when demographics were not taken into

account (Disney or bus driver smile)

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Who? Diversity in Workplace
Diversity in the World & Workplace
 Cultural Diversity in the workplace

Advantages of Diversity
 Larger client base, potential for more customers and more
profits, learning and growth for employees, enriched experiences

DisAdvantages of Diversity
 Conflicts, misunderstandings, cost for training, costs for variety,
complications, informal clusters…

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Who? Your Turn – Reflection 2
For your chosen company, answer the question #7:
a) What are the demographics for the internal
customers? (age, gender, culture, etc)

b) What are the demographics for the external

customers? (age, gender, culture, etc)

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Who? Personalities
How to service different personality types

Green: efficient, knowledgeable, innovative,

Blue : friendly, feel included, part of the family
Gold: consistent, predictable, feel important
Orange: variety, receives positive attention, specials

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Who? Your Turn
1. Practice the scenarios with your partner for each type
of personality colour.

2. Write reflection #8
a) about something you’ve found helpful for working
with different personalities

b) How can you use your own colours to help you

improve your job interviews?

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Who? Life Stories & Attitude
How to service people with different life stories

Looking deeper

Looking inside (hospital)

How is your Attitude?

Can you leave your personal problems at home and your
work problems at work?
My worst day…
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What? Your Turn – Reflection 3
1. For your chosen company, reflect on Question #9:
a) Describe the Personality types of the Internal
customers and the External customers

2. In your Teams, describe the personality types of the

Internal and the External customers

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 How?
do we Create Successful Hospitality
Customer Service ?

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How? Best Customer Service
How can we offer the Best Customer Service?
Fred’s Customer Service (first 1 minute)
Treat your customers as you would treat a friend
Treat people with Respect whether they deserve it or not
Core Values
Ask people what they want and listen
RitzCarleton & Apple – Three Easy steps
 Warm Welcome
 Anticipate and Meet their needs & expectations
 Fond Farewell & Invitation to Return

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How? Service Vision/Slogan
The purpose of a Service Vision or Slogan is explain why we exist
and what do we offer that is unique? It tells the customer what to
expect and reminds the employees what to offer.
Examples:
Ritz-Carleton: We pledge to provide the finest personal service and facilities for
our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-
Carlton experience enlivens the senses, instills well-being, and fulfills even the
unexpressed wishes and needs of our guests.
Subway: Eat Fresh! Our goal is to be ranked the number one Quick Service
Restaurant worldwide while maintaining the great-tasting freshness of our products
that is our trademark.
SW airlines: Our vision is to become the world’s most loved, most flown, and
most profitable airline. We exist to connect people to what’s important in their lives
through friendly, reliable, and low-cost air travel.
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How? Service Vision/Slogan
MasterCard: There are some things money can't buy. For everything else,
there's MasterCard.
BMW: The Ultimate Driving Machine
M&M: Melts in Your Mouth, Not in Your Hands
De Beers: A Diamond is Forever
Meow Mix: Tastes So Good, Cats Ask for It by Name
The New York Times: All the News That's Fit to Print
State Farm: Like a Good Neighbor, State Farm is There
Fairmont Hotels: Turning moments into cherished memories for our
guests
Marriott Hotel: Putting people first, pursuing excellence, embracing
change, acting with integrity and serving our world
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How? Your Turn
For your chosen company, answer the question #10
What is the Customer Service Slogan or Vision? Or
if you don’t know, make one up that you
recommend

In your Teams, what is the the Customer Service

Slogan and Vision? Does it explain why you exist and
how your work is unique?

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How? Service Method - HART
Hello my name is _ Welcome to __ How may I help you?
Actively listen
Respond to needs & expectations
Thank the customer

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How?

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How? Your Turn
Practice the scenarios with your partner using HART
1. You are lost on your way to your hotel room.
Carrying a heavy bag and a suitcase, you notice a
housekeeper/houseman who is busy at a cart in the
hall.
2. You have discovered that there are towels for 3
people but you are a group of 4. None of you can
figure out how to work the air conditioning unit in a
very hot hotel room. You notice a housekeeper/man
coming down the hall towards you.

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How? Problem Recovery
 Difference between expectation & actual
 Mistakes happen – can you recognize them & recover?
 Most customers don’t complain – complaints are gifts
 Recovered customers are often more loyal than before
 Follow up
 With customer to make sure they are happy and
 with coworkers, to make sure it doesn’t re-occur

 The recovery experiences customers rave about most are those where
the customer was at fault but the company responded well anyway.

 Bring to your boss and customers solutions & options not problems

 I will take care of this for you 2:50

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How? Recovery Stats
 86% of positive word-of-mouth about customer experience is about someone taking
ownership of a situation
 What This Means: Companies need to be proactive in giving their employees the
empowerment, tools, skills and mandate to create consistently outstanding customer
experiences.

 71.5% of positive customer service experiences that people share began as negative
experiences.
 What This Means: Skills for dealing with difficult situations and difficult people are far
more important than first realized. The impact they have on brand perception is dramatic.

 82% of negative customer service stories, the employees were perceived as not caring
 What This Means: Training in Empathy and Active listening is critical

– Source: The Science of WOW Customer Service , The Belding Group 2015

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How? Recovery Stats

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How? Recovery Method - EASE
Empathic listening
Apologize & Acknowledge inconvenience
Solve & Thank
Evaluate (Is customer happy now? How can we avoid
this in future? )

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How? Recovery Method - EASE
Empathic listening
Apologize & Acknowledge inconvenience
Solve & Thank
Evaluate (Is customer happy now? How can we avoid
this in future? )

Empathy made simple 3:40

 Recovery Costs may pay off in the end

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How? Your Turn
Empathic listening
Apologize & Acknowledge inconvenience
Solve & Thank
Evaluate (Is customer happy now? How can we avoid
this in future? )

Practice the scenarios with your partner using EASE

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How? Review
Giraffes & Jackals in action

Quiz

Interview Videos – Body Language

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How? Survival Kit
1) Paraphrasing with Empathy to prove that:
You heard them
You understood what they are saying & feeling
You want to help
2) Guessing emotions from observation and listening
I can see how important this is for you
3) Validation by letting them know others share their feelings so
it’s ok to feel that way
Anyone would be frustrated by this of situation
4) Identification with their feelings
“That would upset me too”

Adapted from Customer Service Survival Kit pg 30-37

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How? Survival Kit - Irrational
If the person seems irrational and you suspect mental illness,
continue speaking with respect and calm:

Don’t challenge or criticize or point out their irrational statements

Simplify the questions to “What can we do for you right now?” or
“How can we help now?
Acknowledge and encourage everything they say that makes sense

Remember you don’t have to agree with the person, just

acknowledge them and prove that you are listening and trying to
help

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How? Survival Kit - Trigger Words
Avoid using these trigger phrases:
No, I can’t…
Yes, but…
Sorry, but…
I understand
Don’t Worry
Calm Down
Relax
Never mind (sarcastically)
Who knows
With all due respect…
That’s our policy…
****Remember do not defend yourself first
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How? Saying No…or Bad News
“We can’t do that” vs “Here is what we can do”
Acknowledge their needs & expectations
Acknowledge their feelings
Choose your words to emphasize the positive
Give them options so they feel in control
If they have been unreasonable, give them an exit with
dignity

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How? Complainers
One-time Complainer
Go for the best recovery possible
The Prima Donna
Go for the easiest recovery possible (pg 121) but do not
respond to disre
The Constant Complainer
Resolve the problem, but don’t waste energy, they will be
complaining again and no one takes them seriously
The Axe-Grinder
Go for the best recovery possible, as quickly as possible

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How? Stay Safe
If you see someone behaving suspiciously
Let them know you are watching, but keep a safe
distance, identify your escape routes, call for backup
and be aware of the safety of others in the area
Speak respectfully and ask how you can help
Try to convince them that you want to help them
If necessary, call security or police

Note: Be sure that you know the hotel policy and how to
react to danger and stay safe
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Va

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How? Your Turn – Reflection 3
For your chosen company, answer the question #11:
Describe their Recovery process. If you don’t know
what it is, describe one from another company.

 In your Teams, consider the recovery process. How

will you train and empower your employees to recover
from problems?

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How? Working Together
Being on a team with difficult people

Since you can’t ‘fix’ other people, what can you change
about yourself or your attitude? Then can you address
the problem with the other in an assertive way?

Communications quiz – know your weaknesses &

challenge yourself to improve a little every day

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How? Working Together
Can’t solve problems until we know what they are:
 Make it easy for shy or busy customers to complain (suggestion box,
being open and approachable)
 Reward them for complaining ( prize for survey)
 Ask simple questions like, “How was everything? or What could we do
better next time?”
 Ears open: Listen carefully for comments customers make and
anticipate their needs. A lobby cleaner of a Marriott hotel overheard
two guests talking about the lack of privacy in the lounge where they
wanted to hold an impromptu meeting with a few colleagues. The
employee called the front desk and arranged for a vacant suite so the
guests could hold their meeting without distractions.
 Eyes open: Dominos story

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How? Teamwork
Every team needs 3 things to succeed:
A Common Goal
A Code of Conduct (rules for behaviour)
Effective leadership (one leader or shared)

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How? Barriers
Barriers to Successful Communication
• Distractions
• Stress
• Differences in demographics (culture, gender, age…)
• Poor timing
• Emotions
• Attitudes & Disrespect
• Passive, Aggressive & Passive-Aggressive
• Personality
• Prejudices
• Differences in knowledge & assumptions & values
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How? Communication
Non-Verbal (body language)
 Smile, posture, hand gestures, rolling eyes, handshakes, looking
down…

Verbal (with words)

 Spoken or written words

Vocal (sounds)
 Tone of voice (cheerful, threatening, sarcastic), whistling,
groaning, laughing…

All of 3 these are an important part of the messages you send.

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How? Danger vs Power Phrases
Helpful Tips for Words & Body Language (up to 24:00)
Danger vs Power Phrases:
I don’t agree vs I see it differently
Confront vs Discuss
Really vs using proper descriptive words
That’s Ok vs I accept your apology or…
No Problem vs You’re Welcome
I’m sorry if vs I apologize for…
I’m sorry but vs I’m sorry and…

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How? Danger vs Power Phrases
Danger vs Power Phrases:
 Why would you do that? vs In the future, when ….
 Do you want vs Would you like me to …
 Do you need vs I can …., would you like that?
 No offense but vs deliver message with kindness or stay silent
 I need (needy) vs This ‘thing’ is crucial (or required ) for /by….
 We need to talk vs Joe, I need your help or Joe, I’m confused, can you help
me understand…
 Come see me vs Can you come and talk with me about….
 Don’t take this the wrong way but… vs share feelings without criticism
 Whatever vs Sounds like this is something you care about, tell
me more please.

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How? Your Turn
For your Reflection, answer the question #12:
a) Have you noticed yourself using any of the Danger or
Trigger Phrases ?
 If yes, pick one that you want to change when you speak
 If no, think of something about the way that you communicate

that you want to change.

b) How will you teach yourself to make this change?

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How? Your Turn
Practice anticipating expectations
Predict 3 questions that will appear on the Final Exam
Put the answer on the back

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Exam Preparation
Review Checklist Handout

Continue work on the List of 16 Housekeeping Tasks

on class website www.htjobs.pbworks.com

 show me your notes of what you have learned

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Other?
 Library & Internet search:
 http://fod.infobase.com.ezproxy.biblioottawalibrary.ca/p_ViewVideo.aspx?xtid=536
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job interview (with empathy example) role play (watch first & last and end -dustin
& sally)
 http://fod.infobase.com.ezproxy.biblioottawalibrary.ca/p_ViewVideo.aspx?xtid=446
76#
hospitality css
 https://www.youtube.com/watch?v=0jPk6CtK360 15 steps to great service
 https://www.youtube.com/watch?v=tn0veQ7_stI 7 essentials to customer service
(incl empathy)
 presenter body language superpower
https://www.youtube.com/watch?v=cFLjudWTuGQ
 Body language job interview ! https://www.youtube.com/watch?v=QOkrS1v7Ywk
yes
 Body language basics cartoon https://www.youtube.com/watch?v=Nmp_-JByPaY
 5 body language tips to get people to like you https
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://www.youtube.com/watch?v=TD884Dl-kLc
References
 The Customer Survival Kit - What to say to Defuse even the Worst Customer Situations,
Richard S. Gallagher, 2013,
 “Quality Customer Service in the Hospitality Industry.” Films Media Group, 2010,
http://fod.infobase.com/portalplaylists.aspx?wid=107811&xtid=44676.
 Forbes article on Southwest Airlines
http://www.forbes.com/sites/carminegallo/2014/01/21/southwest-airlines-motivates-its-e
mployees-with-a-purpose-bigger-than-a-paycheck/#
16d3fe1a48e1
 Help Scout 75 Customer ServiceStats
 Harvard Business Review https://hbr.org/1990/07/the-profitable-art-of-service-recovery
 Slogan examples http://
blog.hubspot.com/blog/tabid/6307/bid/33535/10-companies-that-totally-nailed-their-tag
lines.aspx
 Dan O’Connor Communication https://www.youtube.com/watch?v=Gaj3Xl9vasc

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Other Ideas
 Customer Service Role Plays: Job Interview Success Series
 http://fod.infobase.com.ezproxy.biblioottawalibrary.ca/p_ViewVideo.aspx?xtid=53674 job
interview (with empathy example) role play (watch first & last and end -dustin & sally)
 Body language job interview ! https://www.youtube.com/watch?v=QOkrS1v7Ywk yes
 http://fod.infobase.com.ezproxy.biblioottawalibrary.ca/p_ViewVideo.aspx?xtid=44676#
hospitality css
 https://www.youtube.com/watch?v=0jPk6CtK360 15 steps to great service
 ideas for scenarios – “what to say when…”
https://www.youtube.com/watch?v=KrMZgsfOLFA yes
 https://www.youtube.com/watch?v=tn0veQ7_stI 7 essentials to customer service (incl
empathy)
 presenter body language superpower https://www.youtube.com/watch?v=cFLjudWTuGQ
 Body language & power phrases https://www.youtube.com/watch?v=Gaj3Xl9vasc (incl
You’re Welcome)
 Body language basics cartoon https://www.youtube.com/watch?v=Nmp_-JByPaY
 5 body language tips https://www.youtube.com/watch?v=TD884Dl-kLc maybe

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