Effective Frontline Management
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.
Customer Service Executives
Front Line Officers/Managers
By the end of the program, participants will be able to:
To explain the importance of Frontline Management Skills for competitive
To list and describe steps required to develop a sustainable customer care approach.
To demonstrate communication as a tool to manage any customer
To identify and explain how to deal politely and professionally with
discourteous, demanding or dissatisfied clients.
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
DYNAMIC OFFICE MANAGEMENT AND ADMINISTRATION
The role of being a professional secretary or administrator keeps changing and requires:
PEOPLE MANAGEMENT AND TEAM LEADERSHIP
People Management is a necessary quality needed to improve workplace communication and
productivity. The course will help participants ….
MANAGING ATTIDUNAL AND BEHAVIORAL CHANGE
Attitude usually refers to a set of behaviors, beliefs and emotions towards a specific