Press Release

A New Mindset for Frontline Reps

(Boonton, NJ, Apr 23, 2009) — In the back of every customer's mind during every customer contact, there lurks the question, "Is this my best option? Or is there a better alternative out there?"

In the April issue of the training newsletter The Customer Communicator, Jill Griffin, author of Taming the Search-and-Switch Customer, discusses the added challenge this mindset places on frontline reps.

Because it is so easy to find other options, she says, "the importance of delivering value at the frontline — every time — is more critical than ever."

In the broadest terms, then, Griffin believes that service departments are "worth-it" makers. And that frontline staff must consider everything from how the call is answered, to voice inflection, to product knowledge, and more in terms of making it worthwhile to do business with your organization.

About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com