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Fearsome Techniques for Frontline People

No public course scheduled at present.  Please contact us for an in-house option.

Half day workshop

“Frontline people” includes EVERYONE in your business that deals directly with customers both external and internal.

In days gone by, when wars were fought on foot or horseback, only the most suitable and best equipped people were put into the frontline. The reasons were obvious. They had to create the perception of their army as being formidable, invincible and ready for anything!

Although today we are in a different kind of – let’s call it a “business war” – your frontline people are the very ones that create the perception of your company as being customer friendly, or not. They are the ones that give your customer a foretaste of what further dealings with your company is going to be like.

Bearing in mind that people do business with people they like, you would want your frontline people to own a kit of fearsome techniques that will cause your customers to like dealing with your company. You want your customers to have the perception that your company is simply the best one to do business with.

A customer that feels valued during an interaction with your company is willing to pay a little more, travel a little further and even be more tolerant of the occasional slip – and this simply because of the experience that he has had with your business.

In order to achieve this, superlative frontline interaction needs to become an obsession. Every interaction with a customer needs to be turned into a strategic tool to increase customer satisfaction.

This workshop will show frontline people how to create an experience that will keep customers coming back for more. They will learn:

  1. People look for value - understand what value is, and what it means to a customer
  2. Excellent people interaction impacts on the profitability of your company – it’s cheaper and easier to keep a customer than to find a new one.
  3. Establish whether you are delivering what’s expected – Only your customers can tell you
  4. It’s all about the customer experience –  let’s put on a show
  5. Greeting – you never get a second chance to make a first impression
  6. Non-verbal communication – look and listen
  7. Personal appearance –there is no substitute for grooming
  8. Create an experience that pleases – ”I’ll be back”
  9. How to provide a “delightful” experience –delighted customers are returning customers
  10. To be professional at all times – it’s all about trust
  11. How to deal with a dissatisfied or unreasonable person – remove the fear, remove the frustration
  12. What turns people on and off – I love you – I hate you…

Date: 08h30 to 13h00

Cost: R2450.00 pp excluding VAT, including notes, a certificate of attendance and tea/coffee.

A certificate of attendance will be handed to attendees at the event. Please ensure correct spelling of names when making your booking.

To book please e-mail Hilda on This e-mail address is being protected from spambots. You need JavaScript enabled to view it with the information below, or phone her on 011 609-1264 or 082 498 6767.

Company Name 
Company postal address
Company Vat number
Name, tel. no & e-mail address of person making the booking 
Names, surnames, cell numbers & e-mail addresses of attendees
E-mail address to send invoice to

Merit Business Institute is accredited with the Services SETA accreditation number 0627.

Tel: 011 609 1264
Fax: 011 452 0138
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