Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Is it Possible Frontline Employees Don't Understand Service? - Sarah Hedayati - Blog

Is it Possible Frontline Employees Don't Understand Service?

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’scus­tomer ser­vice skills and cre­ate sup­port pro­fes­sion­als in no time.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



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.

The fol­low­ing are three steps to help your staff improve their skills and become sup­port professionals:

Step One: Meet Customer’s Expectations

Employ­ees need to keep in mind they are striv­ing to meet customer’s expec­ta­tions, not their own. This can be hard, espe­cially if the employee feels like they know what the cus­tomer needs. If work­ers keep the clients expec­ta­tions in mind, they will have hap­pier customers.

Step Two: Focus Your Attention

When com­mu­ni­cat­ing with cus­tomers, work­ers need to give their undi­vided atten­tion. Seems like com­mon sense, right? Wrong. Often times, work­ers feel like they know the answer to every buy­ers ques­tion and they for­get to lis­ten. Employ­ees need to give each cus­tomer atten­tion tai­lored to their needs. This can come from ask­ing ques­tions to guide the con­ver­sa­tion or repeat­ing the clients answer to show understanding.

Step Three: Empha­size the Positive

Work­ers need to under­stand the impact of a pos­i­tive atti­tude. Learn­ing how to phrase sit­u­a­tions that arise in a pos­i­tive man­ner can affect the way a cus­tomer sees the sit­u­a­tion. This can take train­ing and coach­ing for staff to grasp this cus­tomer ser­vice skill and how to switch what might seem like a neg­a­tive sit­u­a­tion into a positive.

These three tips will get your staff improve their cus­tomer ser­vice skills and move in the right direc­tion to all becom­ing sup­port pro­fes­sion­als. Your employ­ees have what it takes, so give it a shot. Your cus­tomers will thank you.

- originally published on Impact's Customer Service Blog at - learn more about call center sales training, the customer service experience, and customer service training programs from Impact Learning Systems.

Publish Date: February 23, 2012 6:11 PM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =