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Customer Services for on site manual workers

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There seems to be plenty of resources for Health & Safety training as well as motivational resources such as Fish! However, it doesn't address the issues of the language used on site that could be overhead by customers, the labourers interaction with direct enquiries from the customer whilst on site, the way they dress, the way they take care of the site and the fact that all these issues could directly affect the orders received by the company and the retention of regular contracts.

Any suggestions would be gratefully received.

Many thanks

Claire
Claire Chaplin

4 Responses

  1. On site customer behaviour

    Hi Claire,

    I feel a good approach here would be to raise the awareness of the impact rather than set, formal training.

    I have worked with people who work in heavy, factory, transport, construction and manual jobs and they have been just as responsive to the needs for customer service as anyone else once they understand the issues and how they relate to their role.

    Let me have an e-mail if you want some ideas on such engagement and awareness sessions.

    Nick

  2. On Site Impressions
    I am sure there would be something available in the learning library at the National Constructionm College .

  3. Behaviour of site workers
    Hi Claire,

    Construction Skills (CITB) might have some programmes/ advice (& grant support) for you. they have regional managers you can contact if you don’t have a relationship with them already.

    I work for a (very) large global construction company and we support many programmes with attitude and behavioural programmes. For example people tend to know the actions they have to take and the ‘rules’ they must follow such as wearing PPE and not swearing in front of clients, however the attitude is what leads people to behave the way they do. Even though they know the consequences they are still making their choices. (Basic NLP stuff). Why do some people continue to break the rules even though the implications are clear?

    I would suggest working closely with your site / project managers to define or clarify the rules, then add some attitude and awareness training to compliment the introduction of the ‘rules’.

    Best Rgds
    Gem

  4. FISH – the wrong tail?
    Hi Claire

    You say “There seems to be plenty of resources for Health & Safety training as well as motivational resources such as Fish! However, it doesn’t address the issues of the language used on site that could be overhead by customers”

    Sorry but I disagree..

    The message within FISH! is that fun works in that environment.. you need to find what is important for your customers – it is supposed to be an example of what can be done, not a demonstration of how to do it.

    A good session that was followed up by sharing how visual impressions and language can easily be converted to a “what is appropriate for us” methodology.

    I’m not saying the FISH! approach is perfect – but that the message is different from what you believe it to be – as they say it is all in the facilitation!

    What you need here is a bespoke programme run just for you and your customers, their expectations and your business goals. This will need to be designed by people who understand the impact of a “moment of truth”

    Regards

    Mike
    http://www.rapidbi.com

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