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How do you improve the performance of our Front Line staff on Luxury Business?
Peterbasin
Undertake a skills assessment in the first instance. Investigate areas of good practice and areas where series have areas of shortfall. Establish a training package for groups or individuals to meet the shortfall and put in place policy and procedures if they do not exist to ensure that the practices expected are being met. Assess once the process has been implements to ensure that training and actions met expectation - repeat if there is a further shortfall.
Leadership skills should also be assessed to ensure that those expected to implement policy and procedure actually understand what is required and are able to, if require cascade that requirements those that are in their reporting structure. Common leadership and development skills should always be employed in customer service situations.
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