The Front Line and the First Impression

Every organization has a front line. Whether it’s a receptionist, salespeople on the retail floor, bank tellers or customer service over the phone, every company has people that are  the customer’s first point of contact.

Front line employees have it tough. They are constantly interacting with strangers, solving problems, fielding random questions, etc.

The main thing with front line employees is making sure they understand that they’re the customer’s first impression of the company. Whether it’s a good, bad or mediocre first impression is in their hands.

When there is so many choices of where to buy average products, having a great front line makes a big difference.

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