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Making the front line connection
Joe was inspired to develop this program because he witnessed a company lose over quarter million dollars of business because of an indifferent tone of voice by ONE employee.
Every employee IS their company. Front line people are closest to prospective and existing customers. Their inability to connect with every person they come in contact with can buckle an entire organization.
Making the front line connectionˇ¨ dissects customer attentiveness and friendliness. Participants will be acutely aware of the little things that are huge for winning, keeping and losing business.
Each attendee will leave the program with instantly applicable ˇ§how tosˇ¨ that are critical for making breakthrough connections with customers. These include:
| First impressions: Greeting people with professionalism, friendliness and sincerity--treating each customer like he or she is the most important customer to your company |
| Building a foundation of trust with every customer through speedy and attentive responsiveness |
| Knowing the specific behaviors required to become an exceptional listener |
| Disarming irritable and rude customers with tact and making a connection that most are not able to with these individuals |
| Becoming a name master: Asking how theyˇ¦re pronounced, spelling them correctly, using them while communicating and locking them into your memory. Names mean money! |
| Enhancing your reputation and value within your company by consistently exuding a positively contagious attitude (with sincerity!) |
| Being accountable for every problem, particularly those outside your realm of responsibilities |
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