COMMUNICATION EXCELLENCE FOR FRONT LINE STAFF
Front line staff may be the most important role in your organization, yet it is often over-looked by many companies. Front line staff are the first persons who interact with an existing company client or new client in any company. They are the only person who can make or break the image or perception of your company in under a minute. With so much competition out there, can you really afford to lose another customer to the competition who have superior front line skills.
HOW YOU WILL BENEFIT - WHAT YOU WILL LEARN
Leadership today are addressed on more than often to handle disputes and customer service deficiencies or pressures including executing more with less resources, or putting through organizational and business sector changes, perhaps even discovering methods to step-up efficiency and productiveness, will most key establishments are continually commanding greater customer expectations, while simultaneously rendering higher business results. To cope with today's requirements with today's manpower commands a fresh position of training skills.
This intensive, highly interactive two day workshop will allow participants to:
Boost front line staff to perform business results and departmental expectation that are expected of them.
Empower front line staff to think and execute the resolution of workplace situations on their own
Provide existing clients or new customers with execution of company wide mission statements to "wow" customers differentiately your organization from the competition
Prompt front line staff to adopt responsibleness and execute effectively tasks at hand.
This two day workshop will furnish the opportunity for all coordinators, directors and team leadership to evaluate their current approach path to recruiting, educating and overseeing front line support workers and others
Participants will also receive the resolutions of various industry leading best practices and modern research that leave participants with the necessary tools and techniques to enhance the recruitment, training and sustainment of proper skill sets for their front line staff workers. This will be accomplished by providing all participants at this training with a plan for advancing their employment process to the next level so that the right person recruited matches the outlook and behavioral expectations of your organization. Within the two days, we will also provide you with techniques to:
Attract the "best fit" of front line workers that better match your organizations mission statement by focusing on the following stages of employment:
Recruitment
Educating frontline staff
Alignment of front line staff to departmental expectations
Accountability of front line staff actions
Enterprise agreement, Awards, AWA's - the best way to employ frontline workers
Developing empowerment skills for frontline workers
Supervising frontline performance
Evaluating Front line staff job performance
WHO SHOULD ATTEND
reception, call centre managers, any persons who either manage, or who are 1st contact persons for the public
WHY THIS WORKSHOP IS IMPORTANT
The maturation of Front Line staff is a decisive factor in the success of approximately every organisation. Managers, Supervisors, Facilitators, Team Leaders supplies guidance to some degree to a front line employees. Organizations must understand how to involve and associate with the people who are the 1st contact for their merchandise, they are the voice and 1st contact who directly interact with customers.
COURSE FEE & LOCATION DETAILS
Quotes provided for are for your immediate city area only. Some rates may change notice.
Become a new client of ours, and receive a discounted rate off the rates shown above, and on training course development rates or e-learning module development service rates. Ask for details when you contact us. All new clients have the Alter Course fee waived.
Satisfaction Guaranteed:
We fully guarantee the content and quality of this workshop. If at the second break-time
provided by the facilitator, you are not completely satisfied with this course, we will refund your money in full.
No questions asked!
COURSE INFORMATION
If the course date has passed, we can offer you on-site training for a date of your choice at no extra cost... Email Us
SKILL DEVELOPMENT TOPICS
- BUSINESS WRITING - PRESENTATIONS SKILLS
- COMMUNICATIONS / BUSINESS ETIQUETTE / INTERPERSONAL SKILLS
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CUSTOMER SERVICE
- Administrative Support: Ensuring Corporate Excellence
- Call Centre Support Techniques 101
- Call Centre Support Excellence: Advanced
- Communication Excellence for Front Line Staff
- Customer Retention Management: Creating the Repeat Customer
- Customer Service Skills: Exceptional Customer Service Skills
- Customer Service: Handling Difficult Situations & Customers
- Listening Skills: Developing Strong Working Relationships with Better Results
- Negotiation Skills 101
- Negotiation Skills: Advanced
- People Management Skills
- Professional Selling Skills
- Team Building Excellence
- Time Management: Managing Schedules and Timelines
- Training Needs Analysis: Evaluation and Metrics
- DEALING WITH CHANGE - CHANGE MANAGEMENT
- FINANCIAL MANAGEMENT
- HEALTH CARE TRAINING
- HUMAN RESOURCES MANAGEMENT
-
LEADERSHIP - MANAGEMENT - SUPERVISOR TRAINING
- Business Communications 101
- Coaching Skills: Coaching for Business Results
- Evaluating the Effectiveness of Training Initiatives
- Handling Workplace Negativity: How to Manage Workplace Negativity
- How to Delegate: Avoiding Procrastination
- How to Foster Innovation & Creativity
- Motivating your Staff
- Managing your Staff: Dealing with Managerial Challenges
- Marketing Training Initiatives in your organization
- Negotiation Skills 101
- Negotiation Skills: Advanced
- People Management Skills
- Project Management Skills 101
- Project Management Skills: Multi-Tasking Advanced
- Purchase Management 101
- Team Building Excellence
- Time Management: Managing Schedules and Timelines
- The Employee Manager Relationship
- The Successful Training Manager
- Training Needs Analysis: Evaluation and Metrics
- PROJECT MANAGEMENT
- REAL ESTATE - Instructor Lead Mentoring Training
-
SALES & MARKETING
- Auto Sales Excellence: Surpassing Monthly Quotas & Loyal Customers
- Business Communications 101
- Business-to-Business Marketing Strategies
- Building Value: Is it Always about the Price
- Coaching: Coaching for Business Results
- Customer Retention Management: Creating the Repeat Customer
- Creativity and Innovation in the Workplace
- Customer Retention Management: Creating the Repeat Customer
- Developing and Executing a Customer Focused Strategy
- Fundamentals of Marketing 101
- Key Account Managers: Prospect More Clients, Retain More Clients
- Listening Skills: Developing Strong Working Relationships with Better
- Social Network & Multi-Media Marketing
- Market Research: The Right Data makes the Right Decision
- Motivating and Coaching Your Sales Team
- Negotiation Skills 101
- Negotiation Skills: Strategic Sales Negotiations
- Planning and Developing New Products
- Professional Selling Skills
- Recruiting for Sales Roles
- Real Estate Buying Field Trip 102
- Sales Management Best Practices
- Sales Negotiations Made Easy
- Successful Product Management
- Team Building Excellence
- Time Management: Managing Schedules and Timelines
- SEARCH ENGINE OPTIMIZATION
- STRATEGIC MANAGEMENT
Our company is rather small (30 employees) and we did not have a formal Manager training program. The Manager training program put together for and delivered to our managers by Skills Training was very effective and covered the key topics we wanted. We were very pleased with the result.
General Manager
Con-Test
Con-Test
The folks at the Skills Training organization have consistenly provided behavioural changes for my staff, I plan to use them again!!
HR Manager
Attica Recruiting
Attica Recruiting
