THE FRONTLINE PHILOSOPHY

Frontline Training Consultants is an industry leading specialist in customer interaction and management training with thirty years experience in prestige automotive, retail, industrial, heavy transport and public sector markets with blue chip companies and major service suppliers. 

Frontline specialises in refining the customer experience to drive customer retention, satisfaction and brand development. We focus on understanding customers' needs, engineering effective solutions and training staff to deliver best practice customer service in industries where the customer experience is key to success.

Frontline’s philosophy is that each customer and every customer experience needs to be pro-actively managed.  A reactive approach to customer management misses opportunities to actively engage the customer and puts the service provider on the back foot.

Our goal is to assist those who are involved in our training to develop the skills and the confidence that will allow them to manage each customer transaction pro-actively and assertively, assisting the customer to the outcome they desire while maximising the benefit of the customer transaction to the organisation.

CUSTOMER CENTRIC DESIGN

A core precept of the Frontline approach is a focus on customer management rather than customer service. Customer contact personnel must actively engineer the customer experience throughout their interactions with the customer, approaching the interaction proactively rather than passively attending to the customer's needs.

This takes a specific set of skills and an understanding of how to effectively manage customers in different situations. Consequently Frontline eschews traditional sales focused models of customer service for their inefficiency and failure to provide long term customer loyalty and satisfaction.  Traditional sales models drive sales personnel to develop a damaging and inefficient focus on the final sale, neglecting the needs of the customer and sabotaging their own sales returns. The Frontline approach achieves sales results while building relationships that lead to long term business returns for the whole organisation. 

A tailored fit

Frontline develops and delivers training designed specifically for the needs of each organisation and group of personnel.   We typically work with Sales Consultants, Service Consultants, Parts Specialists, CRM teams, Finance personnel and Reception / front of house personnel, focusing on how engineering positive customer experiences can build business in each department.

To support the training developed and delivered, Frontline is able to offer ongoing involvement in skills development with a dedicated online training portal providing material developed specifically for each group’s requirements.

OUR WORK

Frontline has worked in Australia and internationally with a wide range of organisations across all aspects of business and industry. We work extensively within the automotive market at both the manufacturer and dealership levels, assisting organisations to manage customers effectively at any scale. Some of our programs and clients include: