Employees play a valuable role in creating and maintaining client loyalty in an uncontrolled environment. A client’s positive or negative experience with your company depends on the quality of service encountered on the front line.
First impressions are long lasting and difficult to change. As a result, it is extremely important that service on the front line is consistently excellent, based on the client’s standard of excellence. In this program, we shatter the “one size fits all” paradigm.
This course also focuses on enhancing an employee's insight into how their perspectives, behaviors and attitudes impact a client’s perception of service. Participants will learn effective techniques for improving communication and handling difficult situations.
Using simulations, video and checklists, this program focuses on client-experience best practices. It is designed to impress upon participants the business rationale behind decision-making by creating scenarios using the employee’s personal experiences as a client.
Front Line Client Experience Best Practices
