Effective Frontline Management

Effective Frontline Management

Effective Frontline Management

INTRODUCTION

The success of every business depends in part on how well customers are received. When “customers” first meet a Front line employees, they immediately form opinions about them and the organizations they represent. Those impressions include things about character, efficiency, and friendliness.
This course seeks to provide participants with the requisite skills needed in projecting a unique corporate image, effective communications skills and implement the best customer service standards.

Target Audience
 Customer Service Executives
 Front Line Officers/Managers
 Sales Executives/Managers

Course Objectives
By the end of the program, participants will be able to:
 To explain the importance of Frontline Management Skills for competitive
advantage.
 To list and describe steps required to develop a sustainable customer care approach.
 To demonstrate communication as a tool to manage any customer
interface.
 To identify and explain how to deal politely and professionally with
discourteous, demanding or dissatisfied clients.

COURSE OUTLINE
Module 1: The Frontline Manager/Officer’s Role
Module 2: Pillars of Frontline Management
Module 3: Key Skills
Module 4: Effective Communication
Module 5: Professional use of the Telephone and Electronic Mail
Module 6: Stress & Anger Management
Module 7: Developing a Sustainable Frontline Management Approach

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Frequently Asked Questions

  • What is Effective Frontline Management?

    Answer- The first or second managers (line managers, office managers, supervisors) immediately responsible for the production of products and services, as well as the supervision of clerical staff and shop floor personnel, are referred to as frontline management.

  • What makes a good front line manager?

    Answer-As a frontline leader, you must be able to communicate effectively not just with your boss, but also with your immediate reports, customers, and stakeholders. When leading diverse teams, effective communication involves both empathy and boldness.

  • What is the role of front line manager?

    Answer- The level of management that controls a company's core production operations is known as front-line management. Because they must encourage personnel who do those vital production activities, front-line managers are vital to a company's success. They must also increase production while keeping expenses under control. Read More