Principles

To effectively make the transition from outdated or divided philosophies of customer management, deep systemic change is often needed to instil principles of customer focused service throughout large organisations.

To support a program of cultural change, Frontline assists organisations to achieve behavioural change with practical training developed specifically to enable all personnel to deliver excellent customer experiences to both internal and external customers.

Frontline also offers ongoing support to personnel at all levels of an organisation in the form of individual coaching and mentoring.

Methodology

Frontline develops a deep understanding of the organisation to enable us to develop, from the ground up, the program that will genuinely achieve the organisation’s objectives.

We work with Executive Management to help them determine, agree and clarify the organisational direction and purpose in a way that can be communicated to the wider organisation with impact and urgency.

Managers are engaged as key engineers of the cultural change process.  We provide them with the practical skills and tools to generate enthusiasm and commitment for customer engagement and service excellence and to build the processes, systems and behaviours that make change possible.

The wider organisation is involved as teams of cross functional personnel are encouraged to embrace the exciting responsibility of becoming agents for change to a customer centric culture.