Deliver platinum-grade customer service with this outstanding programme
Customised to the nature of your company’s service encounter, Frontline Platinum trains your frontline team in the techniques used by the world’s top-performing sales cultures.
With the cornerstone of the programme being the Platinum rule (treat your customers as they would like to be treated), the programme uses an engaging mix of video, role play and simulations to help your front line staff:
- understand and identify customer emotions and how these relate to the three sources of value: Say, Stay and Spend
- influence your customers’ emotions and help them make the decision to buy
- practise the skills and techniques that lead to Platium Service
Featuring some of the powerful concepts and practices used by some of the world’s most highly-regarded service leaders, including Nordstrom, Wells Fargo, Zara, Disney and Ritz Carlton, the programme benefits participants and companies in the following way:
Clarify frontline roles and responsibilities to deliver your branded service experience at the key touchpoints Define and share outstanding experiences at each touchpoint (includes video) Practise service encounters based on emotions using role play and improv activities Combine simple sales techniques and emotional intelligence to drive higher customer Say, Stay and Spend