Why are the most important people in your company on the Frontline?

Did you know your Frontline staff has the power to win or lose customers?

According to a recent study, more than 60 % of customers stopped making use of a certain supplier because of their poor service and lack of communication?

All Frontline Staff are responsible for maintaining and acquiring new customers. Traditionally, companies focus only on salespeople, which is a fatal mistake. Frontline staff exist in ‘neglected’ departments like:

  • Accounts and Administration
  • Distribution
  • Marketing
  • Production
Who Should Attend?
Any person who is responsible for your company’s “First Impressions”
Program Highlights

A. Where Customer Excellence Starts

  • Internal versus external customers
  • Image and Grooming
  • Knowing my company
  • Why customer care is important
  • Meeting and exceeding customer expectations
  • Understanding Different Communication Styles

C. Excellent Telephone Skills

  • Call response time
  • Putting callers on hold
  • Transfer of calls
  • Dealing with visitors
  • Taking Messages

B. Ambassadors for your Company

  • Welcoming people to your business
  • Directing client traffic
  • Ethics and Discretion
  • Proper Etiquette

D. Handling Difficult People and Situations

  • Empathy
  • How to deal with ANGER and CONFLICT
  • Calming difficult customers
  • Handling Complaints

E. Plans for Tomorrow

  1. Putting it All Together
  2. Action Plan
You Will Receive
  • Over 8 hours of lively, interactive Training
  • A comprehensive Workbook
  • A Hot Line to The Peer Group for 6 weeks
  • Free Coaching and Advice
  • A Certificate for your CV

Our training is based on creating an environment where the learner is the most important person. The trainer is there to guide and facilitate. Within our programs, participants become engaged in an experience that mirrors the pressures and challenges faced in a real-world situation. Personalized Certificates are issued to each delegate on completion of the program.

Do you need more information OR want to get started?
Enquire Now