Frontline Service - Module 2: Service is Inside Out
Featuring Cam Marston, Rick Tate
Length: 20 minutes
In this module, service expert Rick Tate continues to build a framework of strategies and skills that empower people to make the most of their day-to-day interactions with people who receive their products and services. The critical role internal service plays in a company’s ability to deliver distinctive external service is the focus of this module. Viewers of this module will learn how to build teamwork inside departments and beyond. (Facilitator Guide and Participant Guide available.)
We desperately need front-line employees to step up and care for customers. The cost of losing customers is too great to live with poor front-line performance or apathy. In this presentation Rick uses his vast experience talking with employees to motivate them to take a personal role in serving a company?s customers. His humorous, yet sincere style makes a strong connection with front-line audiences. Frontline Service presents a framework for improving service where it really counts . . . at the point of contact with the customer. This framework provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their services, both inside and outside their organization.
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