Front-line managers should move their team to go above and beyond. This tool will supply techniques to maximize the potential of the front-line team, when it comes to Customer Delight. It explains how to be FAIR. It teaches front-line leaders:


  • how to use different forms of Feedback in order to develop Customer Delight attitudes and skills, 

  • how to give Autonomy; let your team members create experiences and find solutions by themselves,

  • different ways to Inspire your front-line employees to provide Customer Delight and 

  • the importance of giving Recognition to secure focus and motivation. 

The skills will first be explained during a half day plenary training followed by individual coaching sessions.