Look around you. Whether you visit a hotel or a coffee shop or a retail store or pass by a construction site or get some delivery at your doorstep, one thing is pretty clear.
A majority of staff at these places are frontline workers.
In other words, they are employees who don’t work out of a typical office setup.
They also, more often than not, don’t use desktops or sit behind a desk at work.
Firstline workers represent the face of most brands.
According to a report, 73% of consumers claim customer service drives their purchasing decision.
The quality of service given by these workers makes or breaks a customer’s relationship with a business.
Now, let’s take a step backwards.
When is the level of service highly impressive?
It is when the frontine staff are well-versed with their jobs, company policy and customer
The only way employees can become good at their jobs is if the channels of training and communication are open to them constantly and consistently.