Our Behaviours
Behaviour influences customer perception. Everything you do and are seen to be doing tells our customers about our commitment to them and their value to us. With that in mind, we ask you to focus on three simple behaviours at all times, to ensure our customers receive the best possible experience when they choose Stena Line.
Always keep this in mind. These three behaviours are not just for customers, they should also guide how we work with one another and for Stena Line.
Welcoming
We always have an open and positive attitude.
Because we’re warm and friendly, we’re easy to approach and we make sure everyone feels that they belong.
We gladly share our knowledge and welcome new challenges.
First Impressions
You may be the first point of contact. Ensure it is one of professionalism and friendliness.
Presentation Standards
Your personal presentation defines us before any interaction is made. This starts as soon as you put on your uniform.
Positive Body Language
Smile and make eye contact on every occasion. Remember you are always 'on stage'. Customers will be watching you at all times.
Communicate
In a friendly, polite and sincere manner, recognize and greet every customer verbally or non-verbally.
Assistance
Be visible and help our customers at every opportunity.
Last Impressions
You may be the customer's last experience of Stena Line. Make sure it is one of professionalism by thanking our customers and saying goodbye.
Attitude
Always have an open and positive attitude.
Caring
We are always here to help in a friendly and professional way.
Because we take the time to listen and understand, we build long-lasting relationships.
We are team players that collaborate easily and pay attention to detail.
For us, the Big Little Things make all the difference.
Customer Needs
Be aware of & offer assistance to ALL our customers. Look after their needs, particularly those who may require additional assistance.
Personal Touch
Provide an attentive and personalised touch at every interaction possible - use names where possible.
Listen
Show your customers you are there for them, by concentrating on them and asking questions.
Big Little Things
Strive to deliver the 'little things' that can make a 'big' difference to the experience.
Basics
Pay attention to things that our customers expect - a welcome, cleanliness, courtesy and a smile to name a few.
Reliable
We always deliver on our promise.
Because we are knowledgeable and take responsibility, we create results and are easy to trust.
We put safety first, and are well-prepared for any situation. We are responsible with both ours and other’s time, money and resources.
Take Responsibility
Be proud of what happens in your location. Spot signals and act accordingly to assist customers who need help.
Have Current Knowledge
To be able to answer the questions our customers may ask. 'I don´t know' should never be used.
Deliver On Our Promise
Deliver what is expected and recover when we do not. You are empowered to do so.
Be Prepared
Focus on what you do 'off stage' so that you are ready for any situation.
Checkback
It is your responsibility to ensure customers are happy.
On Stage / Off Stage
‘On-stage’ is when you are in customer view and ‘off-stage’ relates to behind the scenes crew only spaces.
Whether you are serving a coffee, clearing a table or cleaning a cabin, please remember you are ALWAYS ‘on stage’. Our customers will see your actions, hear your conversations and judge our company based on how you look and behave, particularly when in uniform.
When ‘off stage’ we can relax a little but it’s important to behave and perform our duties with care and commitment as they set the scene for what happens when you are back ‘on stage’.
