Charlemagne's web poster was about Front Line Employee. The poster was very informative and useful. I work in a support organization and management repeatedly stresses the importance of this and the importance of people who interact with customers how the process and understand their concerns.
Last week I personally experienced how Front line employees can impact the company. I was having trouble with my home VoIP phone and contacted the phone company, their wait times are outrageous but I was OK with waiting as they provide a cheap service with good quality and might not have any resources. When finally I got hold of them they asked me to do all the normal things in spite of me repeatedly telling them that i did them all and I know what is bad. After this process they said they will send a replacement router and there was no response for a week and when I called back they started asking me to do the same things again even when i was telling them i had a open case. Finally, i had enough of it and canceled the service. If still believe they have good product but the people helping them in providing the service are stopping them from being good.
Streaning Star Trek: Insurrection Full Movie
6 years ago
1 comment:
I agree that the communication of front line employees effects the overall feelings toward a company. Even if they have a good price and a good product, the interactions that occur with those who are meant to help you will be the ultimate deciding factor. I work in an organization that sells products that at one time or another the customer will probably need to call for support. We have just launched a new initiative called the Total Quality Experience aimed at not only looking at the quality of the product but also the quality of the ordering experience and the quality of service. I think that this has become really important to companies these days because of the realization that customers will leave your company if they do not have a good experience with the people.
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