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G4S Facilities Management has launched a customer engagement training programme across its catering contracts based around the use of mood cards.
The 12 cards which display dispositions from cheerful, friendly, calm and helpful, to miserable, stressed, exhausted and bored, are meant to demonstrate the different qualities associated with each mood. For example, a stressed person might run around, shout, act too busy to help and panic. A cheerful person, on the other hand, would smile, have a spring in their step and welcome customers with a “How are you today?” or “Enjoy your meal.”
The training programme mirrors a trend within the catering and FM market to move from concentrating on key performance indicators (KPIs) to focusing on the experience of the end user and the ability to become involved and interested with the customer.
“Sometimes it can be easy to let a bad mood affect how you relate to customers and colleagues at work,” explained Ann Belton, Learning and Development Manager, G4S FM. “By taking G4S FM staff through the 12 cards, we show them not only what the different moods are like but also how they can have an on impact customers in our restaurants. We want to help our employees to understand that whatever might be happening in the world around them, they are in control of their mood and its impact on the customer and their colleagues.”
Picture: A customer engagement training programme based around the use of mood cards has been launched by G4S FM.
Article written by Mike Gannon | Published 05 August 2015
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