THE FRONTLINE PHILOSOPHY
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 reactive approach to customer management misses opportunities to actively engage the customer and puts the service provider on the back foot.”
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 we do not offer sales training per se. Sales personnel have a tendency to focus too much on the sales process and not enough on connecting with the customer. The Frontline approach achieves sales results while building relationships that lead to long term business returns for the whole dealership.
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:
- Focusing on the Customer - Porsche Cars Australia
- "Customer Care" program - Mercedes Benz Australia Pacific
- Building a Customer Focus - Mercedes Benz Melbourne
- Customer Management in Aftersales - Western Star Trucks
Specialist Work
Our specialist divisions leverage our team's diverse skillsets to apply the FRONTLINE philosophy to elite performance training and boundary pushing group instruction projects. Learn more by clicking the links below.
