Frontline Kiwis

CUSTOMER SERVICE EXCELLENCE

 Providing customer service excellence will separate your company from the rest. In today’s competitive business environment it isn’t sufficient to just provide the best prices and products. The way in which you deal with your customers will determine the success of your business. The competitive economy means there are plenty of other businesses out there ready to look after your customer if you don’t! This programme will provide you with the skills and attitudes you need to provide service which is not just ok, but – Wow! – memorable and outstanding!

Winning customer loyalty is about creating positive experiences for customers from the word go. Frontline Kiwis customer service training will help you achieve stronger performance and improve the results of your entire customer service team.

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SELLING AND NEGOTIATION SKILLS

We spend an enormous amount of time and energy handling customer enquiries with many of these never converted to actual sales. Product information is provided but customer needs not fully explored and sales opportunities missed. Today’s customers are generally well informed about the products available and they have also learnt how to negotiate! To convert more enquiries and prospects into sales you need to be skilled at the rest of the sales process – not just the features and benefits bit. And to be able to bargain so both you and you customer feel that you’ve got a good deal.

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PEOPLE MANAGEMENT

The management of people is the key to the success of your business. As a manager you can have a major impact on your team’s performance. Learn how to generate staff commitment and clarity in their role; delegate effectively; set goals and review their performance; take corrective action where needed; support, train and develop them; and reward them so they stay motivated. Create the kind of culture where people are both proactive and accountable, based on HR management best practice, and where you don’t have to be constantly supervising.

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LEADERSHIP EXCELLENCE

The way you lead your organization or team will impact hugely on its overall effectiveness. Business leaders need to communicate their organizational mission, vision and values, and create the kind of culture that maximizes performance. Learn how to get staff involvement, how to generate staff innovation and creativity, and how to produce a work environment where people want to come to work and make a contribution.

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RECRUITMENT, SELECTION INDUCTION, EMPLOYMENT

“It’s a lot easier to hire the right person than fire the wrong person!” In today’s business environment the cost of hiring the wrong person, often in a hurry, can be very expensive. So take the time now to learn the key skills of staff selection, ready for next time you’re hiring. Learn how to identify the competencies and skills needed for your vacancy. Learn how to setup your recruitment campaign, draft job ads, interpret CV’s and conduct interviews and reference checks. You’ll need to comply with the relevant employment legislation, and how to set up an induction programme that ensures a smooth and pain-free transition into the job for both you and your new recruit.

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PERSUASIVE BUSINESS WRITING

Every document your business produces has a purpose – often to persuade someone to do something or make a decision. So they need to be well written, and to project a professional image. Yet most of us have a few bad writing habits – long sentences; confusing construction; grammar and spelling errors that we miss when we edit. And everyone these days has their hands on a keyboard, so even with standard clauses, formats, and templates, the content may be poorly written and ineffective. Make sure your staff have the basics right – effective planning, drafting and editing, so that the result is clear, concise, correct, complete and courteous. Don’t lose that contract or new customer just because your tender or proposal was badly written!

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ORGANISATION AND TIME MANAGEMENT

How can we squeeze more into each 24 hour day?! Time bandits are everywhere, robbing us of our valuable time and leading to low performance and raised stress levels. Do you find that work builds up more quickly than you can handle it, and sometimes priorities are difficult to manage because of the sheer volume of work? In todays’ busy business environment its’ important to learn the practical skills of time management and prioritising in order to reduce stress and become more effective.

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FINANCIAL MANAGEMENT

Are you uncomfortable with numbers? How familiar are you with profit and loss, the importance of cash flow, budgets and financial management? Your job may require you to understand income statements, balance sheets, spreadsheets and financial jargon. This course isn’t going to turn you into an accountant, but will help you to interpret and use financial data to help you gain a better understanding of how your business operates.

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