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G4S FM gets in the mood to improve customer service

12th Aug 2015 - 07:24
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G4S FM gets in the mood to improve customer service
Abstract
G4S Facilities Management has launched a customer engagement training programme across its catering contracts based around the use of mood cards.

The 12 cards display a variety of emotions such as cheerful, friendly and calm, which demonstrate different qualities associated with each mood.

Ann Belton, learning and development manager at G4S FM, said: “Sometimes it can be easy to let a bad mood affect how you relate to customers and colleagues at work.

“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 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.”

G4S FM has an annual turnover of around £300 million and employs over 7,200 staff across the UK, Ireland and the Channel Islands.

Written by
PSC Team