Employers and Manufacturers Association (EMA) Northern - Service Excellence for Frontline Professionals

Service Excellence for Frontline Professionals

Your frontline determines your bottom line
Who’s this course for?

Are you the first point of contact for your organisation? Perhaps you are a receptionist, work in retail or are new to customer service? Then this fast-paced and interactive workshop is a must.

What’s included?

  • The importance of service excellence to business success
  • First impressions and greeting your customers
  • Identifying and dealing with different customer types, including defusing hostile situations
  • How to identify what will really make a difference, and providing customer-focused solutions.

What you’ll learn:
Nothing can take the place of the personal touch in organisations. As a frontline professional, you are vital in winning and retaining customers. This workshop will arm you with the essential tools you need to help you deliver five-star service consistently and confidently, making you an asset to your organisation.

Forming part of the Customer Service Master Suite, Service Excellence for Frontline Professionals enables customer-facing staff to create an exceptional experience. It covers everything from making an impression to clever ways of solving customer issues. Boosting customer service here, at the frontline, has a direct and positive impact where it counts: on the bottom line.

After, you’ll be able to…

  • Provide outstanding service to customers
  • Handle customer enquiries with ease, and complaints or difficult situations with calm composure
  • Elicit information from customers to provide solutions they will love
  • Exemplify great customer service and fast-track your customer-service career

Join Us.

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New Zealand

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