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    Roles Undertaken by Front-Line Staff in TTH Operations and Its Challenges

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    Joseph Louis Bautista
    The document outlines the key roles and skills of frontline staff in customer-facing operations. Frontline staff directly engage with customers and create first impressions, so they should excel at customer service skills. The four most essential skills are excellent communication, patience, empathy, and being proactive. Additionally, the document discusses two "commandments" of treating internal and external customers well. It concludes by listing some of the challenges frontline operations face, such as recruiting qualified employees, motivating staff, and staying ahead of competitors.

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    Roles Undertaken by Front-Line Staff in TTH Operations and Its Challenges

    Uploaded by

    Joseph Louis Bautista
    49 views5 pages
    The document outlines the key roles and skills of frontline staff in customer-facing operations. Frontline staff directly engage with customers and create first impressions, so they should excel at customer service skills. The four most essential skills are excellent communication, patience, empathy, and being proactive. Additionally, the document discusses two "commandments" of treating internal and external customers well. It concludes by listing some of the challenges frontline operations face, such as recruiting qualified employees, motivating staff, and staying ahead of competitors.

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    Week 10

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    The document outlines the key roles and skills of frontline staff in customer-facing operations. Frontline staff directly engage with customers and create first impressions, so they should excel at customer service skills. The four most essential skills are excellent communication, patience, empathy, and being proactive. Additionally, the document discusses two "commandments" of treating internal and external customers well. It concludes by listing some of the challenges frontline operations face, such as recruiting qualified employees, motivating staff, and staying ahead of competitors.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    49 views5 pages

    Roles Undertaken by Front-Line Staff in TTH Operations and Its Challenges

    Uploaded by

    Joseph Louis Bautista
    The document outlines the key roles and skills of frontline staff in customer-facing operations. Frontline staff directly engage with customers and create first impressions, so they should excel at customer service skills. The four most essential skills are excellent communication, patience, empathy, and being proactive. Additionally, the document discusses two "commandments" of treating internal and external customers well. It concludes by listing some of the challenges frontline operations face, such as recruiting qualified employees, motivating staff, and staying ahead of competitors.

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    You are on page 1of 5

    ROLES UNDERTAKEN BY FRONT-

    LINE STAFF IN TTH OPERATIONS


    AND ITS CHALLENGES

    EFCJ,MBA OLFU CHIM ANTIPOLO


    ROLES OF FRONTLINE STAFF
    • deals directly with customers
    • one of the most important representative of the business
    • engages and handles customers is what creates the first impression about a
    company and impacts brand image
    • Should excel in all the necessary customer service skills in order to offer
    better experience and create positive brand perception.

    EFCJ,MBA OLFU CHIM ANTIPOLO


    FOUR MOST ESSENTIAL SKILLS EVERY
    FRONTLINE EMPLOYEE SHOULD HAVE
    • Excellent Communication - sets the tone of the business
    • Exhibiting Patience - deal with a number of different kinds of people, you
    have to be ready to face all kinds of situations
    • Showing Empathy - build an emotional connection and trust with the
    company.
    • Being Proactive - one step ahead to assess what your customer’s next
    demand or query might be is always an added advantage

    EFCJ,MBA OLFU CHIM ANTIPOLO


    THE TWO COMMANDMENTS
    • do unto your internal customers as you would have them do unto your
    external customers. In other words, take care of your employees … be
    concerned for their well-being, and invest in them
    • always treat customers as though they will remain customers, “never as
    though this is the last time you’ll see them

    EFCJ,MBA OLFU CHIM ANTIPOLO


    CHALLENGES
    • Employee recruiting and selection is critical - good recruiting and selection
    programs are essential to a firm’s ability to provide superior service at the
    frontline
    • Data mining – detects useful and non-obvious trends in data, will have a distinct
    advantage over their competitors
    • Making the job easier for frontline staff - other ways to assist frontline staff
    • Motivating employees - understanding how role ambiguity, role conflict, and
    lack of psychological empowerment
    • Staying one step ahead of competitors -offerings and develop service
    innovations that will delight customers at the frontline and that competitors will
    find hard to beat

    EFCJ,MBA OLFU CHIM ANTIPOLO

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