x
Sign up to our Newsletter
FRONTLINE SUCCESS MASTERCLASSES

Learn the magic to building world-class frontline teams

This series of four Masterclasses will give you the skills, knowledge and techniques you need to build a world-class frontline team. 

About the courses

Join our first ever online community of learners. You’ll get the chance to share experiences with your peers, download templates, worksheets and playbooks to help you bring out the best in your frontline teams.

These courses focus on the key areas of frontline empowerment that deliver the greatest impact on your customer experience investments by:
133%
higher impact on customer satisfaction
64%
higher impact on revenue, and
60%
higher impact on employee efficiency


When you join these Masterclasses, you can expect to:

Learn the science behind truly empowering your frontline teams
Acquire the necessary tools for maximizing return on your CX investments
Develop a plan for deploying these new tools and processes in your businesses
Network with other frontline leaders, share ideas and get help on your most difficult customer experience challenges.


You’re a perfect fit for these classes if you:

Manage a team…

in the service industry and you are keen to improve your customer experience and employee experience so that you can become a world-class frontline leader for your team.

Can commit…

up to 2 hours during the 4-week course duration to participate in online forum discussions with your new network, read and watch course material and leverage your newfound skills and tools

Are ready to take action…

This isn’t your typical online course. With these masterclasses, you'll explore and solidify your identity and skills as an adaptive, transformative leader ready to take action to make frontline work awesome!

A Closer Look Inside The Courses

Course 1

Setting an effective service standard

Cost: Free
Time to Complete:
2 hours per week for 4 weeks. Learn on your own time.
Location: Online
Next Intake:
9 June (spaces limited)
More Info >
Course 2

Tracking, Sharing and Acting on Feedback

Cost: Free
Time to Complete:
2 hours per week for 4 weeks. Learn on your own time.
Location: Online
Next Intake:
9 June (pilot)
More Info >
Course 3

Recognition and Rewarding Frontline Workers

Cost: Free
Time to Complete:
2 hours per week for 4 weeks. Learn on your own time.
Location: Online
Next Intake:
Mid August
More Info >
Course 4

Personalizing Coaching to Increase Training Effectiveness

Cost: Free
Time to Complete:
2 hours per week for 4 weeks. Learn on your own time.
Location: Online
Next Intake:
Mid August
More Info >

FAQ

How do I use the event platform Hopin?

You will receive an email with a unique link that takes you directly to the event “reception” on the day of the event. To make the most of this experience, check out the video & guides below:

Hopin Attendee Walkthrough Video >Hopin Attendee FAQ >

How do I use the event platform Hopin?

How are these courses different from the book Creating Frontline Magic?

The book Creating Frontline Magic gives you the insights to why this is important, inspirational stories and to some extent the science being it while these courses  puts what you learn into action and gives you a community of fellow learners that supports you along the way. 

Why should I join?

Great question. Put simply, there are no other courses like this designed for leaders like you! You will gain the skills and understanding of why it is important to invest in the frontline and how to do it in a way that maximizes business impact. If you are open to exploring new ways of leading your frontline teams and you’re real advocate for making frontline work awesome, this program is right for you. And best of all - you will find fellow learners who believe in it as much as you do!

What challenges will these courses help me overcome?

By completing the courses you will: 

  1. Learn the science behind truly empowering your frontline teams
  2. Acquire the necessary tools for maximizing return on your CX investments
  3. Develop a plan for deploying these new tools and processes in your businesses right away.
  4. Network with other frontline leaders, share ideas and get help on your most difficult customer experience challenges from your fellow learners.

Do I have to complete all 4 courses or can I do just one of them?

We highly recommend that you complete all 4 courses but that said we also understand if you want to focus on one area at the time and that is totally fine too. Pick the one that suits you the best, you will be rewarded with a certificate by the end of each course completion.

How were these courses developed?

These courses have been carefully curated with experts in the fields of behavioural science, psychology and neuroscience. We have been working with educational experts, academics and highly experienced and knowledgeable customer service professionals so that the content we share and the exercises you are invited to complete are informative, practical and relevant.

Have more questions or want to speak to us about the courses in person? Email Susanne!
Monthly Newsletters

Sign up to our monthly newsletter and don't miss out on new tools, content and other insights!