The Frontline Philosophy

Frontline specialises in refining the customer experience to drive customer retention, satisfaction and brand development. We focus on understanding customers' needs, engineering effective solutions and training staff to deliver best practice customer service in industries where the customer experience is key to success.

Frontline’s philosophy is that each customer and every customer experience needs to be pro-actively managed. A reactive approach to customer management misses opportunities to actively engage the customer and puts the service provider on the back foot.

Our goal is to assist those who are involved in our training to develop the skills and the confidence that will allow them to manage each customer transaction pro-actively and assertively, assisting the customer to the outcome they desire while maximising the benefit of the customer transaction to the organisation.