No public course scheduled at present.  Contact us if you are interested in this course.

 

Frontline people are ALL EMPLOYEES who deal directly with customers

In days gone by, when wars were fought on foot or horseback, only the most suitable people were put into the frontline.  The reasons were obvious.  They had to create the perception of their army as being formidable, invincible and ready for anything! 
 
Times have not changed.  Although you are in business and not at war, your frontline people are the very ones that create the perception of your company as being customer friendly, or not. They are the ones that give your customer a foretaste of what dealing with your company is going to be like.
 
You want your frontline people to own a kit of fearsome techniques, that will influence the perceptions of your clients.  You want your clients to have the perception that your company is simply the best one to do business with.

In order to achieve this, customer service needs to become an obsession. Every interaction with a customer needs to be turned into a strategic tool to increase business and customer satisfaction.
 
In this workshop, your frontline people will learn: 

• What customers want
• How to neutralise the sting of an angry client
• How to avoid the complacency trap
• How to uncover customer expectations
• How to listen and communicate
• The deadly sin of assumption
• Fearsome frontline behaviours
• The buck stops with you
• How to be the best that you can be
• To develop value driven attitudes
• To keep promises and not to make promises that cannot be kept
• To deliver punctually
• To be professional at all times
• The benefits for the employee
• The benefits for the company