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Fearsome Techniques for Frontline People

Half Day Seminar

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

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…

What our clients say: 

"I think every person who's interested in growing as an individual or professionally, has to attend this training. It is the best training for most people in the working environment." Feedback from N.C. - Steadi Furniture

 

Contact us about this seminar on 011 609-1264. 

 
 
Tel: 011 609 1264
Fax: 011 452 0138
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