The team at Bibby Maritime have decided to give you an insight into what goes on behind the scenes. Each month we will be giving you an example of what sort of obstacles our team has been faced against and what solutions we have come up with to remedy it. We hope this gives you an insight into the hard work and dedication of the team here at Bibby Maritime. March’s obstacle to follow…
Title: Our crew aim to improve their customer service, public relations and management of soft skills.
Intro: Bibby Maritime’s business is in the middle ground between the hotel industry and the shipping industry. Due to this, we must adhere to the laws and standards of both. Our crew wish to surpass them.
Challenge: Receiving feedback from our crew, we realised that they are determined to improve their customer and personal relations on board. Upon evaluation of the training matrix for the Coastel personnel, it was found that there is room for a wide range of training that will enable them to refine their interpersonal skills, thus improving crew and customer satisfaction.
Solution: We are to introduce a structured ‘Management Theory Library’ that allows all of our Barge Masters to be guided by coaching cards. This management library incorporates Human Resource Management, Strategy, Operations and Project Management. In addition, we have devised training material for our crew on a variety of subjects to be delivered over the next year; inclusive of ‘Leadership’, ‘Conflict Resolution’ and ‘Employment Law’, thus meeting the request for bespoke management training. Further to all of this, we are researching external and accredited courses in customer service and public relations.
Bibby Maritime prides itself in its ability to communicate openly with its staff and crew to enable development and progression as a whole. We look forward to what next month brings.