Week 15-5 Front Line Employee

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.