Customer Care and Communication Skills for Frontline Staff
Frontline staff are the face of the organization. They represent the organization 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 programme 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.
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.
At the end of the programme, participants will be able to:
- Explain importance and concepts of customer care;
- Use communication skills required for excellent customer care;
- Descibe the essential components of effective communication
- Apply customer care techniques to manage transactions professionaly;
- Cultivate listening skills;
- Handle and resolve customer complaints;
- Manage stress that can build up from dealing with difficult customer situations.
US$ 1600 to cover tuition and training materials only.