About this programme
Front-line service interactions hold massive untapped potential for driving business growth and revenue generation. This workshop trains customer support teams to view service non-transactionally, identifying organic opportunities to add value, cross-sell, and retain accounts during standard support calls or visits. Participants learn ethical, customer-focused techniques that drive business profitability without ever compromising service integrity or customer trust.
What participants will gain
- Frame front-line service as an essential engine for business growth and retention.
- Spot natural opportunities for upselling and cross-selling within routine support interactions.
- Deliver high-value solution recommendations while maintaining authentic service tone.
- Maximize customer lifetime value through proactive retention conversations.
How it's delivered
Interactive and hands-on: discussion, simulations and practical exercises rather than passive lectures, in English or Bahasa Melayu. The programme can be tailored with examples from your industry.