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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
Individual Rate (1 day workshop) $0
  (2 day workshop) $1995
  (3 day workshop) $0
     
Group Rates per person (1 day workshop) $0
4 or more persons "special rate" (2 day workshop) $1475
Take 50% off this rate (3 day workshop) $0
     
Alter this workshop content to relate to your organization Add $625 to workshop rates  
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
Dates & Locations:
Apr 17 - 18/18
Toronto
May 16 - 17/18
Vancouver
Jun 18 - 19/18
Ottawa
Apr 19 - 20/18
Halifax
May 21 - 22/18
Montreal
Jun 20 - 21/18
Calgary
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
    • Advanced Instructional Techniques
    • Business Writing Skills 101
    • Business Writing Skills: What we expect of you    today
    • Developing Successful E-Learning Training
    • Professional Presentation Skills 101
    • Professional Presentation Skills - Advanced
  • COMMUNICATIONS / BUSINESS ETIQUETTE / INTERPERSONAL SKILLS
    • Assertiveness Training for Women, Minorities and Managers
    • Business Communications 101
    • Business Etiquette, Communication Skills &    Email Etiquette
    • Handling Workplace Negativity
    • Listening Skills: Developing Strong Working    Relationships
    • Handling Difficult Situations
  • 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
    • Change Management 101: Communicating    Corporate Changes
    • Handling Workplace Negativity: Planning and    Managing Corporate Change
    • Team Building Excellence
    • Training Needs Analysis: Successful Evaluation    and Metrics
  • FINANCIAL MANAGEMENT
    • Budgeting Workshop for Managers
    • Evaluating the Effectiveness of Training    Initiatives
    • Negotiation Skills 101
    • Negotiation Skills: Advanced
    • People Management Skills
    • Procurement Training 101
    • Purchasing Skills: Just the Essentials
  • HEALTH CARE TRAINING
    • Customer Service, Leadership & Communication
    • Team Management & Leadership – Building Extraordinary Outcomes
  • HUMAN RESOURCES MANAGEMENT
    • Business Communications 101
    • Business Etiquette, Communication Skills &    Email Etiquette
    • Recruiting for Sales Roles
    • Training Needs Analysis: Evaluation and    Metrics
    • The Essence of a Good Interview
    • SIGN UP TODAY
  • 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
    • Managerial and Team-Building Skills for Project    Managers
  • REAL ESTATE - Instructor Lead Mentoring Training
    • Real Estate Buying Field Trip 102 - Located Properties Buy Properties
    • Website Search Engine Optimization: Real    Estate Agents
  • 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
    • Search Engine Optimization: Climbing to the top    of Google
  • STRATEGIC MANAGEMENT
    • Creativity & Innovation in the Workplace
    • Customer Retention Management: Creating the    Repeat Customer
    • Evaluating the Effectiveness of Training    Initiatives
    • Strategic Planning & Execution: Executive    Business Planning
    • The Successful Training Manager
    • Training Needs Analysis: Evaluation and    Metrics

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
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
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