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HSBC - Facilit8

Consulting to HSBC Bank, Forefront provided support of their “One Team Delivering World Class Service” project to the Facilities team within HSBC. This consisted of development of a new Mission & Values, along with Customer Care Training initiaives and ultimately a new One Team logo and brand guidelines. Also, we provided training, support, mentoring and guidance to all Facilities Departments within the One Team umbrella.

Added Value

Hsbc has been a completely different assignment with drive to deliver and enhance customer service throughout the facilities management via number of differing partners. team sit under facilit8 which created cohesiveness perception by customers that there is an improved programme development behavioural changes longer term will efficiencies as partners become more

Added value is about efficiencies but more importantly its also about challenging the status quo, allowing team members to develop and learn, looking at how they can introduce best practise. I have stayed away from the word ‘innovation’ as nothing is new, its generally evolving through dynamism and a revitalised outlook. One must however be mindful of the culture, ensuring any behavioural changes support the business culture and enhance service delivery. Therefore choosing a new service partner, specifically catering, is exceptionally important as it will touch the majority of employees, therefore reflecting on the services provided by the Facilities management team - a great window to set out ones stall in delivering service excellance, at no extra cost but a perception of exacting quality.

HSBC - Facilit8
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