Frontline Customer Service
Attaining High-Level Customer: A Highly-Practical, Interactive Workshop for Frontline Employees
Research studies show that 70% of repeat business is based on how frontline people interact with customers.
With Customer Service playing such a major role in the retention of customers, it is critical that Customer Service at the frontline be Exceptional.
The Frontline Customer Service program provides an opportunity for frontline people to develop and enhance their skills in a highly-practical learning environment.
Through the use of proven methods and technique used in various industries with frontline representatives, this program will transfer dynamic skills for consistently winning over customers and creating high quality experiences for them. It is a “must-do” program for all frontline team members.
The Purpose of this Program
- To outline the benefits of delivering exceptional Customer Service to the public
- To enable participants to deliver an improved level of professional service to their customers
- To enable participants to create more memorable experiences for their customers
- To provide tools, techniques and methodologies for delivering Exceptional Customer Service on the front lines of an organization
Program Objectives
By the end of the program, participants will know how to:
- Create excellent service experiences for customers
- Develop inspired language and behavior techniques that will be warmly received by customers
- Master the art of delighting customers by developing and enhancing their natural personalities
- Understand the value of customer delight and the impact it has on them
- Develop techniques for dealing with difficult customers and for turning a disgruntled customer into a delighted one
- Handle and manage unique and different people and circumstances in line with organizational policies and procedures
- Manage customer anger, conflict and other difficult situations
- Turn complaints into positive outcomes
Program Duration
Two days.
What Makes this Program Different?
This program contains a large number of hands-on, practical, experiential-learning exercises enabling participants to experience and deliver the ideas and concepts outlined in the course.
Who Should Attend?
Any person who works in the frontline of an organization.
I am interested in running this program for a group of people within my organisation. Please send me more information.
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