How to Train Frontline Staff

Frontline staff provide the customer's first impression of your business.

Sales clerks, front desk clerks, service technicians and receptionists are often the lowest-paid employees in an organization. They are also the most visible to the customer. Customers rarely see the CEO, controller or other members of the executive team. They base their perception of the company on their interactions with the frontline staff. Investing in comprehensive frontline training will ensure staff has the skill and knowledge required to take excellent care of the customer.

Things You'll Need

• Job description
• Employee handbook

Instructions

1. Conduct hands-on equipment training. A PowerPoint presentation on how to use the reservations system or an air compressor may be entertaining, but it can't replace using the systems in real-time. The ability to complete a process using the resources available builds confidence as well as knowledge.

2. Offer comprehensive customer service training. Customer service is a combination of listening, communicating, caring and problem solving. Frontline staff need to know how to handle customers. They also need to understand why customers are the most important people in any organization and to make their needs a priority. There will always be challenges in an imperfect world. Knowing how to apologize and solve problems to the customer's satisfaction is worth every training dollar.

3. Explain company policies and exceptions. All staff should understand company policies, how they apply in different situations and when they can make exceptions. They also need to know how policies are administered and who has authority in situations. Staff can quickly solve a customer's problem if they know how the system works and can choose the quickest path to resolution.

4. Empower staff to make decisions. Empowering employees gives them responsibility and accountability. Clear guidelines and boundaries direct staff when making decisions and builds esteem and morale.

5. Give clear instruction on problem-solving techniques. Defensiveness is a natural reaction when confronted by an angry customer. It is also a surefire way to further irritate him. Expertise in handling angry customers not only helps the customer but also helps lower workplace stress. The proper tools for handling and resolving disputes contributes to job satisfaction, lowers stress and results in happy customers.

References

• Front Line Employee Training: Developing the Skills of Your Employees
• McKinsey.com: Motivating Frontline Staff