admindemand that their conduct should be above board.
This is because their decisions and actions as employees who are in direct contact with clients have the greatest potential to endear or alienate the clients from the business.
Front office employees must go through business ethics training.
Through ethics training, they are equipped with skills to face the challenges that come with dealing with the public on a daily basis.
Ethics training empowers employees enabling them to recognise ethical issues and grow the ability to dialogue and reason ethically, including engaging in ethical decision-making.
Because front office employees are the face of the company and the first business contact persons that a client meets on entering the premises of the firm, they should always exude attributes that give due respect and honour to the customer.
They should have a well-groomed and immaculate appearance, be attentive to detail, have the ability to deal with situations in a mature manner, and must be dependable.
Occupying the front desk entails having the ability to deal with different kinds of people with varying demands and personalities without compromising the integrity of the company.
Front office staff must be hospitable.
They should treat every person who approaches the front office desk just as they would treat a guest in their homes.
They must see themselves as the gatekeepers in a five-star hotel, or an air hostess in an international airline.
The hotel staff or airhostesses are charming and knowledgeable about their industry.
Front office staff should exhibit good mannerisms. Good manners build respect for the company, and tell the client that the firm upholds ethical business practices.
The fact that we expect excellent service in a restaurant means we should also expect the same in our businesses.
Front office employees must develop good eye contact and listening skills. Even if they’re busy, they should show that they really care for the visitor.
Every front office employee should understand the meaning of confidentiality of company information and documents.
He/she must represent the ethical culture of their firm, and impress upon the clients that when the word “confidential” is used, the strictest definition is what applies.
Good character, honesty and sound judgment are the hallmarks of integrity. Front desk employees should know that the firm will be judged by its integrity, and as members of that firm, they should know that they contribute to that judgment.
Front office staff should be reliable. Reliability entails being able to perform their duties dependably and accurately.
It includes doing it right the first time. While mistakes can occur, front office staff should exhibit their ability to quickly recover from their mistakes.
The front office staff should be responsive. They must be willing to help customers and provide them with prompt service.
Employees’ ability to provide services in a timely manner is a critical component of ethical business practices.
Front office staff should convey assurance, which refers to the knowledge and courtesy of employees and their ability to convey trust and confidence including competence, credibility and empathy.
Competence means possessing the required skills and knowledge, and courtesy involves politeness, and being considerate and friendly towards clients.
Credibility involves being trustworthy, believable, and having the customer’s best interests at heart. Empathy refers to the provision of caring and individualised attention to customers.
Front office staff must be good communicators. Communication means keeping customers informed by use of the language they can understand easily.
It means listening to customers, adjusting your language for different customers and speaking simply and plainly.
Human interaction is positively stimulated by good humour. Front office staff should allow it to flow between them and the clients.
However, they should be wary of engaging in unnecessary or inappropriate humour, particularly sarcasm as it can hurt the customer.
Lastly, front office personnel should have excellent telephone skills and manners, and a clear and pleasing voice. They must be naturally tactful and diplomatic.
They should have a good personality, and should be well dressed and neat. Individuals who dress well suggest power and status, and proper dressing is part of creating a positive relationship between the firm and its customers.
Bradwell Mhonderwa is an Ethics Coach and Trainer with the Business Ethics Centre. Send feedback to [email protected], or visit www.businessethicscentre.co.zw, or call 0772 913 875
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