When people call a place of business, the first person they talk to is the person that gives them their first perception or impression of your business and what their experience of doing business with your company will be like. So it goes to reason that all of your frontline people should be taught how to effectively communicate with any and everyone. That should be well skilled in good business etiquette on how to answer the phone properly, how to greet customers and clients as well as how to shake a persons hand correctly. In today’s competitive world of business, developing and maintaining the proper people skills for everyone involved can greatly contribute to the success of your business.
Front line customer service is so vitally important. I remember being greeted by someone at the front desk who was quite rude and I decided that I wasn't using that company anymore. Of course eventually (after reflecting on it) I realised that it wasn't the company, but a member of their staff, and if I went back and spoke to someone else I may have a completely different experience.
However many people will argue that the face on the front desk IS the company! And there are those that would not think twice about not returning, and spreading the word about their bad customer service.
Money spent on great customer service is money well spent (or well invested!)
Posted by: Diane Corriette | September 15, 2006 1:39 PM | Permalink to Comment