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Supporting your Front Line Employees

Description

The aim of this module is to provide learners with the skills required to robustly support front-line employees, pivotal in driving customer service operations. It emphasises empowering these employees and acknowledging their contributions to enhance customer experiences and uphold the organisation’s reputation.

This module will cover:
  • Understanding the significance of front-line employees’ roles and the necessity for ongoing support.
  • Fostering a positive environment that cultivates trust, open communication, respect, and recognition that serves as the catalyst for engaging front-line staff.
  • Steps to empower front-line employees through delegated authority and decision-making responsibilities.
On completion of this module, learners will be able to:
  • Understand the complexities and challenges faced by front-line employees.
  • Apply impactful strategies for engaging and supporting front-line workers.
  • Define methods for empowering front-line employees through training and development opportunities.

Module Structure:

LEARNING OBJECTIVES
Aims and Learning Outcomes

TOPIC 1: INTRODUCTION TO FRONT-LINE EMPLOYEE SUPPORT
Understanding who are Front-Line Employees are
Challenges Faced by Front-Line Employees
The Role of Managers in Supporting Front-Line Employees
Effective Communication Techniques
Summary
Knowledge Check

TOPIC 2: STRATEGIES FOR ENGAGING FRONT-LINE STAFF
Are your Front Line Employees Engaged?
Value and Trust Front-Line Employees
Acknowledgement and Recognition
Show Appreciation
Summary
Knowledge Check

TOPIC 3: EMPOWERING FRONT-LINE EMPLOYEES
Provide Autonomy and Decision-Making Authority
Encourage Idea Generation and Innovation
Training and Development
Summary
Knowledge Check

END OF LEARNING MODULE
End of Learning Module Summary

The learning module plus the assessment module will take approximately 60 minutes to complete.

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