Upon completion of this program, participants will be able to:
- Develop front liners with self-confidence, pride and a sense of purpose in delivering their crucial daily responsibilities.
- Understand customer needs and expectations through listening and questioning skills.
- Manage their emotions when dealing with difficult situations and various customer personalities
- Handle complaints effectively and initiating service recovery to repair negative customer perceptions and promote customer loyalty
The people who are constantly portraying the organization's image and professionalism are the Front Liners who commit their entire day to serving and satisfying various types of customers. Front liners are also the most critical contact point in creating satisfaction and loyalty. They are always multitasking; with ringing phones, questions from colleagues and customer's query. So how do the front liners handle several tasks simultaneously with professionalism and poise?
This program is specially tailored for Executive, Officers, Receptionist, Administrators, Assistant Managers, Managers and any staff who have to deal with customers / clients
Competency-based-learning (CBL) encompassing lectures, group presentations, demonstrations / role plays of real life experiences, sharing of best practices and discussions