INTRODUCTION In every organisation or company, those who happen to become the first to come into contact with customers are the ones who are going to leave an indelible impression. We call these employees as front-line staffs. Their way of contact and handling customers are important to ensure that the customers return for more of their services. The core issue of customer service is to lessen the disgruntled and dissatisfied customers, therefore further improving the relationship with them. The results will be an obvious turnaround for the organisation or company’s image and business. As such, to manage these front-line staffs and to develop a comprehensive plan to enhance customer service in an organisation is a very important part. This program will help executives and supervisors in charge of front-line staffs to acquire skills, useful tips and techniques in this area in order to enhance the corporate image, increase productivity and businesses. COURSE OBJECTIVES ...