The Leading News & Information Service For The Facilities, Workplace & Built Environment Community

Don't be a Grump or a Frump

05 August 2015 | Updated 01 January 1970
 

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

Share



Related Articles

Compass Group Finalises Deal to Acquire CH&CO

Compass Group UK & Ireland has completed the deal to acquire the catering company, CH&CO.  As part of the deal, catering brands Gather & Gather,...

 Read Full Article
Sodexo Embraces Carbon Labelling at 300 UK and Ireland Sites

As part of its sustainable catering plans, Sodexo is introducing carbon labelling on its menus. The new labels will show the carbon impact of a particular meal choice,...

 Read Full Article
How AI Checkouts Can Revolutionise Decision Making in Facilities Management 

AI checkouts have ushered in a new era of data-driven decision-making, transforming how FMs manage their catering operations.  In this Opinion piece, Sergii...

 Read Full Article
Levy Extends Partnership With Sheffield United Football Club

Catering and hospitality company Levy UK + Ireland has extended its partnership with Sheffield United Football Club with a ten-year catering contract. Levy will...

 Read Full Article
Sodexo Signs New FM Contract With AstraZeneca

Sodexo has re-signed a five-year facilities management and food services deal with pharmaceutical and biotechnology company AstraZeneca. The companies have worked...

 Read Full Article
Sodexo Retains FM Contract With Wellington College in Berkshire

Sodexo has re-signed a ten-year soft FM contract with private school Wellington College in Berkshire. The contract is worth approximately £80 million and...

 Read Full Article
Catering Companies Prepare for World’s Largest Climate-Football Campaign

A national campaign will see more than 85 of the UK’s top football clubs promote plant-based burgers, pies and hotdogs. Between 2-5 February, the whole of the...

 Read Full Article
ISS Wins Catering Contract With Kent and Medway NHS Trust

A five-year contract to provide catering services for Kent and Medway NHS and Social Care Partnership Trust has been won by ISS. 50 new food host jobs will be created...

 Read Full Article
Compass Group Agrees to Acquire CH&CO

Compass Group UK & Ireland has proposed to acquire the food business CH&CO. The deal is for an initial enterprise value of £475 million, with the...

 Read Full Article
Sodexo Announces Year-On-Year Increase in Popularity of Meat-Free Meals

Across the 2.7 million meals sold in Sodexo’s UK and Ireland client sites in 2023, 11 per cent were vegan or vegetarian, an increase of one per cent from...

 Read Full Article