Is it Possible Frontline Employees Don’t Understand Service?
Posted on November 4, 2011 by Sarah Hedayati
Share this CRMAdvocate Story
What happens when your frontline employees don’t seem to have customer service skills? Customer service is more than being polite and helpful. Service needs to begin the moment a customer steps foot in your business and carried throughout every interaction they have with your company. If you want to retain customers and build rapport, you need to build consistency in the service you provide throughout every level of the company.
Imagine a company that delivers different levels of service from frontline employees to support professionals. I had an experience once where the support professional advised me to avoid communicating with the frontline employees. Can you imagine that? This company has a problem on their hands. Have you encountered this experience or does this describe your company?
Don’t panic! Applying the following quick tips and providing training to all of your workers will improve your staff’s customer service skills and create support professionals in no time.
Why provide training to ALL of your workers? If you only train one department, your business will be described like the one mentioned above. Avoid this at all costs.
