Excellence in Front Office Management

Dr. K. Kuhathasan

Front Office Managers and other frontline personnel in an organisation must perform at very high levels of efficiency and effectiveness. More than ever before, people with excellent public relations are needed to represent banks at the front level staff.

Today’s Front Office, people who make no attempt to learn and adapt to changes in the global environment, will find themselves reacting rather than innovating. Their organisations will often become uncompetitive.

What makes a successful Front Office Management?

* Having a passion for the job.

* Accepting the change in role.

* Being a good role model.

* Having a positive attitude.

* Delegating, using authority intelligently.

* Communicating effective.

* Leading a diverse work force. Creating and developing teams.

* Pre-work, setting and performance conditions.

* Forming and building a team, and providing on going assistance.

Attributes of Front Line Personnel

A magical expression: “What Can I do for you”

This expression indicates the desire to be of service to others. It can instantly win over your customers. It calls for an understanding, open approach and a willingness.

A pleasant smile

A positive attitude, a glowing face and a captivating smile are the most important facets of an impressive personality. These will create for you an atmosphere for meaningful and effective frontline personality.

A smile says to others:

* “I like you”

* “I am glad to meet you”

* “I am happy to serve you”

* You are welcome”

First impressions count

When meeting someone for the first time, you have limited information about them and look for “clues”. They read you from your total appearance. A research study by Prof. Albert Mehrabin entitled, “Silent message” has proven convincingly that visual images matter a great deal. He found that the impact we make on each other depends:

* 55 percent on our appearance.

* 38 percent on our voice.

* Seven percent on what we say.

Your clothes speak louder than you. Note how people around you are dressed and try to adopt it. Always sport a neat look. Even casually dressed your ‘professionalism’ should not be questioned.

Practice courtesy on a daily basis

Courtesy is nothing more than consideration for your customers. It opens doors that would not otherwise open. A courteous person will do well and shine ahead of others in an organisation than a discourteous person.

Small courtesies will take a person much further than cleverness. Courtesy is an offshoot of deep moral behaviour. It costs nothing but pays well.

Courtesy: an asset

“All human beings crave for courtesy and appreciation and are repelled by the lack of it”.

A little courteous behaviour is an excellent way of winning customers.

Good manners or courtesy is not a sign of weakness, but is the reflection of your inner strength and self-confidence.

Listen well and earn the goodwill of customers

Become a good conversationalist by making yourself an attentive listener. To be interesting, become interested. Encourage the customer to talk about himself, his needs and his problems. Ask questions that the other person may enjoy answering. It is always good to remember that the customer you are talking to, is hundred times more interested in himself than he is in you.

To be an intelligent listener, lean forward physically and show interest by eye contact. Give full attention and concentrate on the speaker. Interrupt only to encourage the speaker to talk more. Resist the temptation to fill every brief moment of silence. Try to find something interesting in what is being said.

Develop a sense of humour

A sense of humour of fundamental for success in dealing with people. A bit of timely good humour can arouse the interest of the customer.

Humour is one of the most powerful icebreakers in any situation. It is the easiest way of instantly winning people to your side.

Practice honesty, integrity and sincerity

Build a reputation of being trustworthy. If there is one thing that builds any kind of relationship at work, or socially, it is integrity.

Not keeping commitments amounts to dishonest behaviour.

Honesty inspires openness, reliability, and frankness. It shows respect for one’s self and other. Honesty is in being, not in appearing to be. Lies may have speed but truth has endurance. Integrity is not found in company brochures or titles but in a person’s character.

Admit your mistakes

It is always advisable to admit your mistake if you are wrong. Mistakes should be admitted quickly and openly before they cause friction. It is always wiser to listen to self-criticism than to hear condemnation from others.

Feel sorry: say sorry

Many a dedicate and embarrassing situation can be avoided by the use of a simple word, ‘Sorry’. If you step on someone’s toes by mistake or unconsciously hurt someone’s feelings and sentiments, a genuine expression of regret over your action can ease the situation. It is better to turn around and say ‘Sorry’ instead of trying to justify or explain situations and argue out the case.

Arguments - avoid them

The best way to handle an argument is to avoid it. If there is one, let the customer save his face. Do not let your customer down. Don’t argue with your customers, and tell them that they are wrong. When you argue, you become angry. A gentle, friendly and understanding approach is the only way to please the customer.

The temptation to contradict outright and tell people that they are wrong is too great. This usually leads to unnecessary and fruitless arguments. It is much better to understand the customer’s point of view and find areas of agreement.

Tame your anger

Anger is a very powerful emotion and generator of negative energy. Angry people cause hurt and get hurt. Keep cool. All of us not only have heads, but brains as well. Therefore, when confronted with friction, it is wise not to react impulsively but to use our brains and tackle the situation in an atmosphere of calmness.

A furious display of uncontrolled feelings can cause serious damage. Anger is an acid that can do more harm.

Choose your words carefully

Be tactful. Tact consists of choosing one’s words carefully and appreciating how far to go. It also means choosing what to say and what to leave unsaid. Talent without tact may not always be desirable. Words reflect attitude.

Words can hurt feelings and destroy relationships. More people have been hurt by an improper choice of words than by any other factor. Choose what you say rather than say what you choose.

Over talking does not mean communication. Talk less; say more.

Be grateful but do not expect gratitude

Gratitude is a feeling. It improves our personality and builds character. Gratitude develops out of humanity. It is a feeling of thankfulness towards the other.

It is conveyed through our attitude towards others and reflects in our behaviour. Gratitude does not mean reciprocating good deeds because gratitude does not mean reciprocating good because gratitude is not give and take. A good deed cannot be repaid by a counter act.

Kindness, understanding, and patience cannot be repaid. What does gratitude teach us? It really teaches us the art of cooperation and understanding. Gratitude must be sincere. A simple “thank you” can be gracious.

Gratitude would rank among the top qualities that form the character and personality of front line personnel. Ego stands in the way of showing gratitude. A gracious attitude changes our outlook in life. With gratitude and humility, right actions come naturally.

What customers really need, want and expect

Help

Respect and recognition

Comfort, compassion and support

To be listened to win empathy

Satisfaction

Trust and trustworthiness

A friendly, smiling face

Understanding

To be made to feel important

A quality product or service at a fair price

Ten reasons why customers may be upset

They had to wait too long.

Their expectations were not met.

They feel helpless, powerless, frustrated or victimised.

They feel no one listens to them.

They were treated badly or discourteously.

They have personal prejudices against you or your staff.

They want to control or manipulate you by making a lot of noise.

They don’t trust anyone in the business or they had their integrity questioned by a staff person.

Your staff may have argued with them.

Basic rules of customer care

Never keep a customer waiting unless it is absolutely necessary.

Build a relationship based on trust. Always keep to deadlines and phone back.

Acknowledge people immediately, even if you can only do so by using body language. Never keep anyone waiting while you are talking to some one else or writing something down. Nod or otherwise acknowledge the person straight away.

Apologise for any delay as soon as you are free.

Never say ‘wont be a minute’. This is going to be a lie. Tell the actual time involved.

Listen to your customer, both with your ears and your eyes. Never assume you know what they want or what their problem is.

Take ownership of any situation that you encounter. If it’s not your power to deal with it, remember, it still landed at your door. Delegate or refer to others if you have to, but make sure the client was dealt with effectively.

Learn how your firm’s telephone systems works. Many customers fall foul of this, getting lost forever in the company’s extension lines. Always answer the phone clearly and politely, even if you think you know who is at the other end.

Never allow your own feelings and emotions to take over, unless they are positive ones, like are and concern.

Treat all people you meet in business with respect and politeness.

Dealing with complaints

Listen to the entire story.

Apologise

Tell the customer what action you would take.

Take that action, reporting back with an update, if the progress is slow. Go back and check the outcome.