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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