Excellence in Front Office management

The People's Bank recently organised two seminars on 'Excellence in front office management' for its regional senior staff. The programs were held at the Batticaloa regional office and Ampara regional office. The seminars were conducted by CENLEAD, CEO, Dr. K. Kuhathasan.

Here are excerpts from his address.

"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 firms at the front level.

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 and fall.

People with excellent public relations are needed to represent firms at the front level.

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 effectively

* 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 appearances.

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.

To make a good first impression, consider the three key elements.

* The handshake

* Eye contact

* Your appearance

Practise 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 the 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 is 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.

Practise 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 oneself and others. 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.

To be continued