COURSE OVERVIEW
Frontline staff are the face of the organization. They represent the company as they have the opportunity to interact with customers on a daily basis. Their actions promote or demote the corporate interest. The professional image portrayed by frontline staff depends on the quality of their customer service skills. Organizations need superior frontline customer service skills to compete in today’s customer oriented environment. Frontline staff should understand and act on customer wants, needs, and expectations. To effectively do this, they need to apply excellent interpersonal relationship skills to communicate effectively with the customer. Interacting with customers is potentially stressful and requires staff with the right attitude and skills for effective communication and high human contact situations. This course is designed to empower frontline staff create positive impression, through effective communication to customers. Ultimately, the organization’s corporate image is enhanced and positive word of mouth increases goodwill to the organization.
WHO SHOULD ATTEND?
Members of staff working on the front line who deal with customers on a regular basis. These include secretaries, receptionists, cashiers, clerks, administrators and institutional workers who have direct contact with customers and members of the public.
HOW PARTICIPANTS WILL BENEFIT
At the end of the course, participants will be able to:
• Explain importance and concepts of customer care;
• Demonstrate communication skills required for excellent customer care;
• Apply customer care techniques to manage transactions with the public with courtesy and professionalism;
• Cultivate listening skills;
• Handle and resolve customer complaints;
• Manage stress that can build up from dealing with difficult customer situations.
TOPICS INCLUDE
• Customer care concepts;
• Customer needs, wants, expectations and perceptions;
• Internal and external customer care: challenges and opportunities;
• Building customer loyalty: the role of frontline staff;
• Corporate image: customer communication skills;
• Listening skills and non-verbal communication;
• Behavioral aspects of services and service delivery;
• Organizational communication channels and tools;
• Overcoming communication barriers and stress;
• Time management. | 
