Enhance Your Customer Experience: Create Positive Interactions with Frontline Ambassadors
Enhance Your Customer Experience: Create Positive Interactions with Frontline Ambassadors
By Robin Schell, APR, Fellow PRSA
We all know there are no shortage of difficult situations frontline employees face when dealing with the angry customer – whether you work for an airline or a municipal utility or a retailer.
It’s important to remember that leadership’s job is to support those customer service representatives and other “customer-facing” positions so that customers walk away feeling positive about your organization, even when they are dissatisfied about a situation…