Empowering frontliners as service providers!
Equip them with key skills to perform remarkably.
Many organisations in today's market place not only face stiff competition from business but also receive many complaints due to inefficient frontliners.
Frontliners should be trained to cater the needs of customers as they are the first point of contact. Good impression is required for continuous interaction with customers and make them keep coming back. They should be empowered with the right skills so that they need not refer to their superiors all the time, causing delay in responding to customers. They should be empowered as service providers.
The pitfalls of frontliners can bring bad reputation and ill effects, for example loss of business and endless complaints. One of the greatest pitfalls is none other than lack of training for these frontliners to perform their tasks. Lack of training can affect the effectiveness of these employees. The image of the company will subsequently be affected badly.
It is a must have requirement to give sufficient training to frontliners to perform up to the expectation of customers, both internal and external. Empowering them with key skills will uphold company’s professionalism and fast solving of customers’ problems and complaints without bothering superiors all the time.
This training enhances professionalism of frontliners and give them the confidence of meeting customers and handling their issues without constantly bothering superiors.
Empower frontliners with key skills!
14 Hours, 2 Days.
Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service & sales expert and an author of several quality books.
(Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills,
Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).
She has with her more than 28 years of vast working experience in more than 8 industries.. She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents .She had worked in many industries including Banking, Insurance, Investment, Advertising, Hospitality, Construction , Education , etc.
Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language and soft skills trainer for big conglomerates , GLCs, big pubic listed companies , manufacturing companies, ministries, government departments, universities,etc.
She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication , English Conversation & Business Writing ,Time Management ,Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing , Construction, Ministries , Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer ( TTT Exempted). She travels widely and offers training locally and abroad.
She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.
A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.
“Knowledge is no power but Application is“