The Importance of Training Your Frontline Staff

While most often the people hired to become frontline staffs are of entry positions, these people hold the key to your prospective clients’ first impression with your company.

Frontline staff has a very important role. When a prospective client calls the company for the first time, he or she will talk to a frontline staff who will give the call to the respective department. When a prospective customer walks in to a shop for the first time, the frontline staff is the one who greets him or her. Imagine if the first impression that these staff give are bad.

The consequence? You will lose a customer.

But when a frontline staff member does his or her job well, those prospective customers may turn into loyal customers.

training frontline staff

Thus, it is very important to train your frontline staffs in the company’s products and services, as well as having excellent customer service skills.

Here are 10 tips for your frontline staffs to take their customer service skills to the next level:

  1. Acknowledge the customers: They are the most important people in your business.
  2. Maintain eye contact with customers: Fidgeting around will show that you are not confident in your role.
  3. Use positive words: There’s a reason why Disney always says, “The Park is open until 8 PM,” instead of, “The Park is closed at 8 PM.”
  4. Make the customers feel special: When talking to them, give your customers full attention. Do not talk with coworkers or texting on your phone.
  5. Smile: Body language speaks more than words.
  6. Introduce yourself: Politely introduce yourself and how you can be of assistance.
  7. Use the customer’s name: Always remember the name of the person who is on the phone with you.
  8. Listen more: When a customer is saying something, really listen to them and not just insisting on giving certain type of information.
  9. Familiarise yourself with the company’s products or services: Your customers want the exact information of what your business really offers.
  10. 10. When in doubt, ask a superior: Telling a false information to a customer may be fatal. Instead, always ask permission to get a higher-ranking employee to better accommodate your customers’ questions.

Want to get better at your career? Visit the Institute of Management website to find out more about our courses on Frontline Management.

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