06 September 2016

The Front Line Reality: What We Do Know Hurts Us.

First impressions are everything.

Did you know you only have seven seconds to make one? No pressure…

Being on the front line is not something to be taken lightly. Front line employees have the uniquely wonderful first opportunity to bring customers through your proverbial door. When that phone rings, the next seven seconds could determine if the prospect becomes a loyal customer, or merely a passerby. So, who’s responsible for making the first impression for your business? Do they have what they need to do the job well?

“Callcap provides leaders with an invisible layer of performance and with a very real approach to redefining customer experience.”

Will Steinhoff, President/CEO, Callcap

What You’re Up Against

Your front line team members have a lot riding on their shoulders. But it’s a tough and often thankless job. So let’s take a look at some of the obstacles you have to overcome to get amazing results from your first impression specialist (see what we did there?). Your front line employee is likely:

  • at the lowermost wage in your company.
  • to be the least committed in your company.
  • the highest turned-over in your company.
  • the least reliable in your company.
  • to be outsourced to other countries.

Don’t worry. Here are three things you can do to combat these issues that often plague the front line. The good news is that taking this advice will not only improve customer service performance on the phone, it will bring your team closer together no matter how far apart you actually are.

“If there’s one thing I’ve learned in this business, it’s that treating people right and giving them the respect they deserve is paramount to retaining business. But that doesn’t only apply to customers. It applies to your front line employees as well.”

– Will Steinhoff

Give Genuine Compliments

There is a time and place for constructive criticism, but the door is always open for a compliment. A string of simple, positive words has a fantastic domino effect, which means it not only makes an impact on the person receiving them, but it’s much more likely that they’ll turn around and have a positive interaction with someone else. And that someone else could be your next biggest customer.

Give Proper Training… and Confidence

Let’s take a page from an athlete’s playbook. To get better, they watch tape back to see how they can improve. The same principle should apply with your front line team. With call monitoring, you can find recorded conversations by category and review them as an exercise in customer service training. You not only have opportunities to identify areas for improvement, you can build up confidence in your front line team. They’ll know you care enough to invest time and money in them, and in return they’ll naturally feel like more of an integral part of your team.

Remove the Pressure

By implementing call monitoring and using it as training, you’re taking the pressure off of them to perform in real time. They can gain experience and confidence without worrying about risking potential profit. They can ask questions, and in the process of training you can get to know them better as an employee, and as a person. Build the relationship organically and invest in your employee as a whole.

These small tips will help you foster a more team oriented environment, and combat some of the most important issues you might face with your front line employees. Give them a reason to want to bring customers through the door by showing them how they can. Seven seconds to make a first impression? No problem!

We’d love to talk with you about making your customer service training process easier and more effective for everyone involved. Our call monitoring feature is a great way to build confidence and gain experience! Contact us today for more information on how we can help.