Front Line Service

Your front line people are the first contact for most new prospects and customers. They set the beginning of the Customer Experience for future business, referrals and loyalty. If people are not treated like the important part of the business that they really are, you may lose them or turn them off. It doesn't matter whether that contact is in person, by phone or even online, an impression is generated and remembered. Are your front line people the best communicators with the best attitude possible?

Front line people should have continual training and monitoring to be sure they are giving that unforgetable customer experience. They can make or break the start of a long term relationship instead of making your business or organization "The Only Choice". Give them the tools they need to excel and to answer FAQs quickly without making a first contact wait or get a vague answer. And most of all train and photograph their smile an expect them to use it all the time (YES even on the phone or online) Build your business starting with the best possible front line people.

Barry is a speaker on The Customer Experience and available for your next convention, conference, trade show or company meeting.  www.idealetter.com