Frontline Customer Service & Leadership Training

The Leadership Series is designed for professionals who are in leadership positions such as supervisors, managers, and small business owners. The Frontline Series is especially beneficial, but not limited to, customer service representatives and administrative staff.

The following workshops are offered for the dates listed. If you are interested in bringing other programs to your business, please refer to the Training & Consulting sections for additional topics, and contact us for scheduling a consultation to customize your training program.

UPCOMNG WORKSHOPS

FEBRUARY 5, 2008 : LEADERSHIP SERIES
Am I Leading or Managing?
Do you know the difference? Is your tendency, to lead or to manage? Do you know what impact that has on your firm and your team? Managing day-to-day activities is one thing, while leading your team to success is yet another. This session will review and discuss those key characteristics. Participants will also take a survey to fully understand the distinctions and what their tendencies are.
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JUNE 17, 2008 : LEADERSHIP SERIES
Managing Up! Understanding Your Boss!
How’s your relationship with your boss? Are you sharing the task to ensure its success! This session is based on the concept developed by authors Gabarro and Kotter in a Harvard Business Review classic. Being successful means having the skill to manage relationships at all levels. Learn about the basic checklist, design yours, understand expectations, and more!
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SEPTEMBER 9, 2008 : LEADERSHIP SERIES
Your Integrity And Its Impact!
How do you define integrity? Integrity is essential to your success personally and professionally. Dr. Henry Cloud has identified six competencies for integrity from years of working with Fortune 500 companies, nonprofits, and individual leaders. This session will deepen your definition of integrity by understanding the six competencies, clarifying, discussing, and providing examples of each.
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OCTOBER 7, 2008 : LEADERSHIP SERIES
Building Effective Teams – The Vital Elements!
Teams are only as good as each member and those who lead them! Do you sense something missing from your team? Is every team member performing to the best of their ability? Does trust exist? This session will provide basic criteria for team effectiveness; a survey will be taken based on these criteria, providing a snapshot on the strengths and weaknesses of your team.
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PREVIOUS WORKSHOPS

SEPTEMBER 11, 2007 : FRONTLINE SERIES
Satisfying Internal Customers. What's your reputation?
Are you frustrated relying on a teammate that does not deliver? How about you? Are you responding to teammates well? Every employee ultimately has impact on the external customer. The relationship between internal customers impacts the successful delivery of goods and services to external customers. Learn the importance of front stage and backstage along with the RATER Factor. This session opens with a 60-second commercial igniting participant interaction.

OCTOBER 16, 2007 : LEADERSHIP SERIES
Difficult people? Many blessings!
Whiners, manipulators, bullies, procrastinators...Do these types sound familiar? Did you know that there are 10 different types of difficult people? Did you also know that with each difficult person, there are over 15 blessings? This workshop discusses the challenges of difficult people. As leaders, we want to set the best example for our teams and better still, sail seamlessly through turbulent interactions.

NOVEMBER 6, 2007 : FRONTLINE SERIES
Wowing Your Customers!
Delighting? Lifetime value? Adding value? Core, expected and bonus benefits? Being on the frontline of your company is KEY to the firm and most importantly, to YOU! Would you like to learn how powerful your position is? Come to this workshop and enhance your current service levels, exchange ideas and recharge your service batteries for exceeding customer expectations during each moment of truth!

JANUARY 16, 2007 : LEADERSHIP SERIES
So much to do! So little time!
Do you find yourself saying “there’s never enough time!” Understanding the time wasters, the self-imposed detours and the key quadrants will get you on your way to understanding time management and more!

FEBUARY 13, 2007 : FRONTLINE SERIES
Difficult Customers = Loyal Customers
Are you challenged dealing with difficult customers? Difficult customers can turn into loyal, long-lasting customers. This workshop will assist participants in understanding difficult customers, and how to deal with them resulting in satisfaction for you and the organization.

MARCH 6, 2007 : LEADERSHIP SERIES
Leading the Service Charge!
As we move into spring, it’s time to take an inventory of our leadership skills relating to customer service. Let’s get out of our offices and connect for some reliable leadership discussion and ideas. Participants will walk away refreshed, blessed, and renewed with ideas to tweak and improve their service leadership skills.

APRIL 10, 2007 : FRONTLINE SERIES
Attitudes are Contagious! Is yours worth catching?
Assorted pressures and demands will impact attitude. In addition, teams and other individuals can get infected from negativity. Learn a few adjustment techniques so you don't get bitten by someone else's poor attitude!

JUNE 12, 2007 : LEADERSHIP SERIES
The Platinum Rule!
What makes a good leader? A little soul searching is a good thing. Learn about the Platinum Rule concept at this session. We were all raised on the “Golden Rule”. So how can the Platinum Rule help lead others to focus on customers? Come to this workshop and find out!

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