Frontline Program

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First Contact

Greeters, Receptionists, and hospitality Staff

The first contact with the brand. Greeters, receptionists and hospitality staff must be able to provide insightful advice and friendly, hands-on information and support for customers in need. 

Participants will learn to answer questions, explain situations with patience and compassion. Hospitality skills must be in line with the modern-day luxury customer expectations of hospitality.

Content

  • Meeting customers expectations – understanding luxury
  • Make it personal – scripts and delivery
  • Environment situation analyses – controlling and managing the floor
  • Incorporating new behaviors – COVID-19

Methodology

  • 4x Micro learning (4 weeks, 4-8 hour in total)
  • 2x Case studies/simulation
  • 1x Webinar sessions (1 hour)
  • 1x Instructor-led (1 hour)

Data Privacy rules are not only an online issue. Customers and potential customers must provide consent for any marketing or sales communications. 

The penalties for a company handling private information are severe. We can only contact customers and potential customers that have provided explicit consent. The frontline is vital in obtaining as high a percentage GDPR buy-ins as possible.

Content

  • An overview of GDPR and local privacy law
  • Responsibilities- process- and failure consequences
  • Behaviors to encourage maximum opt-in
  • Recognizing opportunities for consent throughout the customer journey

Methodology

  • 2x Micro learning (2 weeks, 2-4 hours in total)
  • 1x Webinar sessions (1 hour)
  • 1x Instructor-led (1 hour)

Opt-In frontline

Frontline Sales, Aftersales, Receptionists, and frontline staff (including call center)

Elevation

Open to all frontline departments

Look, sound and act like an expert. Perform at a level that meets the high expectations of the customer. That’s the purpose of elevation. We provide you with the skills that do exactly that.

Behavior and situation awareness for all frontline staff supported by techniques to put staff in control of the conversation and process.

Content

  • Professional greetings and introductions
  • New post COVID-19 behaviors
  • You are the Star
  • Host your own show
  • Listen up
  • Make it personal
  • Get on top

Methodology

  • 8x Micro learning (8 weeks, 8-12 hours in total)
  • 2x Case studies/simulation
  • 1x Webinar sessions (1 hour)
  • 1x Instructor-led  (1 hour per session)

Complaint management is an essential component of customer service and business success. Complaints are generally seen as negative and do cause stress for frontline personnel. 

Recovery dives deep into the customers’ expectations and raises the bar in line with luxury behavior standards. The goal is to make all participants “customer complaint specialists”.

Content

  • COVID 19 – impact – the changing face of customer behavior
  • Behaviour – assertive versus passive versus aggressive
  • Powerful questioning – negotiation behavior techniques
  • Raising the bar – preferred behaviors

Methodology

  • 6x Micro learning (8 weeks, 8-12 hours in total)
  • 2x Case studies/simulation
  • 1x Webinar sessions (2 hours in total)
  • 1x Instructor-led (group of 15 per session, 1 hour per session)

Resolve Frontline

Open to all frontline departments

Leg-up Sales

Sales Consultants

Open for sales executives that are performing below expectations. Provides the chance for individuals to raise their standards and sales figures in line with the rest of the team. 

It’s back to basics and involves critical self- assessment to identify areas of weakness, sales process breakdowns and poor behavior. Small groups of five receive content on line, supported by webinars and individual coaching sessions.

Content

  • Identify and repair – strengths and weakness
  • The customer journey – pinpointing breakdowns
  • Awareness – mind set –  a new commitment
  • Hard truths – work assignments – self-measurement
  • Management report provided with recommendations

Methodology

  • 6x Micro learning (6-10 hour in total)
  • 2x Case studies/simulation
  • 1x Webinar (1 hour session)
  • 1x Instructor-led (1 hour)
  • 1x Individual session (minimum 30 minutes per session)

Open for new service consultants and service advisors performing below expectation. The program is similar to the sales leg. 

However, the program works on the basic behaviors and interpersonal skills that must be combined with the correct customer service process. Small groups of five receive content on line, supported by webinars and individual coaching sessions.

Content

  • Identify and repair – strengths and weakness
  • A critical look – pinpointing breakdowns
  • Awareness – mind set –  a new commitment
  • Hard truths – work assignments – self-measurement
  • Management report provided with recommendations

Methodology

  • 6x Micro learning (6-10 hour in total)
  • 2x Case studies/simulation
  • 1x Webinar (1 hour session)
  • 1x Instructor-led (1 hour)
  • 1x Individual session (minimum 30 minutes per session)

Leg-up Service

After -Sales/Parts Managers and Service Advisors

Management and Frontline Program

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