PRINCIPLES

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. We therefore refer to “Customer Management” rather than customer service – at any point in time, the person looking after the customer is the one who needs to be actively engineering the customer experience and the ultimate outcome. This takes a specific set of skills and an understanding of how to effectively manage customers in different situations. 

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.

Individually Tailored progrAMS

Frontline develops and delivers advanced customer management training designed specifically for the needs of individual organisations and groups 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.

Online training Programs

Frontline has developed a suite of practical, easy to work through, easy to understand training courses so that anyone, anywhere in a customer facing role can be empowered to proactively manage their customers and stop being a victim to customer behaviour.