Empowering Frontline – Customer Service Teams

Empowering Frontline – Customer Service Teams

Your Frontline staff is the face of your brand. They embody the company’s values, etiquette, mission, and vision. A customers first impression and experience with a frontline employee can have a direct effect on how they feel about your product or service. It is therefore imperative for the frontline staff to be empowered with a thorough understanding and cultivated pride of your professional brand, dress code, grooming, and telephonic and email etiquette. Moreover, because frontline employees interact with customers every day, the need to have a profound understanding of effective communication skills, turn-taking, networking, optimal vocal production, nonverbal behaviour and conflict management. This workshop will therefore focus on developing the competencies for 5 star frontline service which reflects your corporate identity.

Modules:

  • Nonverbal Communication
  • Social- Intelligence and role play
  • Networking and Conversation Skills
  • Persuasion and Negotiation
  • Conflict Management
  • Assertiveness
  • Email and telephonic etiquette
  • Strategic Communication
  • Personal Brand: Dress Code
  • Psycholinguistics
  • Voice and Speech

Booking Process:

Book through email info@mypocketcoach.co.za

Duration:

Option 1: COURSE of 16 individual sessions
  • Nonverbal Communication (1)
  • Social- Intelligence and role play (2)
  • Networking and Conversation Skills (2)
  • Persuasion and Negotiation (2)
  • Conflict Management (2)
  • Assertiveness (2)
  • Email and telephonic etiquette (1)
  • Strategic Communication (1)
  • Personal Brand: Dress Code (1)
  • Psycholinguistics (1)
  • Voice and Speech (1)
  Option 2: WORKSHOP 2.5 day Day 1  
  • Nonverbal Communication (1)
  • Social- Intelligence and role play (2)
  • Networking and Conversation Skills (2)
  • Persuasion and Negotiation (2)
  Day2   
  • Conflict Management (2)
  • Assertiveness (2)
  • Email and telephonic etiquette (1)
  • Strategic Communication (1)
  • Personal Brand: Dress Code (1)
   Day 3  
  • Psycholinguistics (1)Voice and Speech (1)
  • Role Play to embody all components (3)
  • Q&A and Reflections

Outcome:

  • A Frontline team who has participated in the formulation of a vision of frontline excellence
  • Is educated through experiencing excellence of frontline modelling in other organisations
  • Understands the mission and vision of the organisation’s frontline commitment
  • Understands the impact and importance of frontline communication
  • Understands levels of customer care and the consequence of poor service
  • Is responsible, empathic, projects an impactful and professional appearance, is knowledgeable about the firm’s services, has an effective voice, speech and language mechanism and uses professional terminology
  • A front line team whose performance is linked  to their performance measures
  • A frontline team who is recognized and rewarded for their efforts
  • A frontline team who displays commitment to regular evaluation and skills enhancement (including skills development for new team members)
  • A culture of frontline excellence that is inculcated and supported throughout the organisation on an on-going basis

Who should attend?

Frontline Staff and managers

Why should I book:

Project professionalism and skill in the front end of your organisation to lead, direct and inspire others