They are your cheerleaders, your foot soldiers and your rockstars: they are your frontline staff! The definition of a frontline staff member is: What is the Role of a Frontline Employee? Whether it’s sales, customer services, or social media executives training your front liners is not an instant process. They’re the face of your brand and they represent your values. If they experience bad service, they’ll tell between 8-10 people.Īdd to this the rise in business reviewer sites, and it’s easy to see how frontline staff can be the difference between unwavering brand loyalty and a customer who leaves without ever looking back.įrontline staff are trained differently to other members of staff they have to be. The importance of frontline staff is undeniable.įor instance, there’s a famous customer service statistic that says if a customer experiences good service, they’ll tell 2-3 people.
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