Excellent customer satisfaction derives from motivated staff



The long-term impact of Austerity and the current political and economic climate means that it is important that frontline staff are in the strongest personal position, to support the most disadvantaged in society. Long-term worklessness and the challenging financial climate, has led to an increase in poverty, homelessness, crime and a reliance on foodbanks. People living in these communities are experiencing increasing personal challenges, leading to feelings of low self-esteem and low confidence which impacts on their abilities to create positive change in their lives. If the people we surround ourselves with on a daily basis, influence the way we think, act and feel; then it is no wonder that many living in communities where poverty and social issues are prevalent, make poor and ill-informed decisions based on their limited world view. This leads to negative mindsets, feelings of hopelessness and even depression which not only pushes these people further away from the job market, it stagnates whole communities and in turn creates challenges for housing staff who are simply trying to do their jobs.


Prolonged contact with challenging communities can have a negative personal impact on staff. Residents and managers are expecting and demanding more of frontline staff.  To quote a recent article in The Guardian of a former housing manager: “I was exposed to situations that frontline law enforcement and paramedics would confront, but without any training or trauma counselling. As the years stacked up, so did the toll on my mental health”.


Many staff will identify with the plight of the residents through their own lived experience, possibly resulting in a lack of enthusiasm and motivation for the day-job. Personal development can be hugely beneficial for staff, by increasing motivation and resilience, thereby enabling them to deliver better services. Surely a Win/Win situation for any organisation looking for motivated staff and satisfied customers.


In his book 7 Habits for Highly Effective People, Steve Covey writes: ‘Win/Win is not a personality technique. It’s a total paradigm of human interaction. It comes from a character of integrity, maturity, and abundance mentality. It grows out of high-trust relationships. It is embodied in agreements that effectively clarify and manage expectations as well as accomplishments. It thrives in supportive systems”.


It is incumbent on employers to ensure that their staff are in the best possible position to support the most vulnerable in society. Whilst training in the practicalities of the job are useful, enabling staff to look after their mental health before it manifests as a problem can make all the difference to retention rates, work outcomes and customer satisfaction ratings.


Palma Black Consulting Ltd. Personal Development Training Courses for frontline workers, are designed to bridge the gap between personal development and resident engagement for improved customer and staff satisfaction. We work to enhance the ability of an individual to increase their self-awareness, confidence, motivation and resilience, so they in turn can bring out the best in those they seek to support. We offer Personal Growth training programmes that include Coaching, Action Learning and Mentoring.


Get in touch for a no-obligation discussion on your organisation’s needs.



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