"Front-line employees create perceptions by which the entire company or organization is judged."

"We buy people first; then we buy their products and services. The most important people in every organization are the front-line people who interact with customers. Employees treat customers like they (the employees) are treated by management."

YOU WILL LEARN:

• That customers are even more important than front-line people.
• That every customer must be treated like the most important person you will ever meet.
• That perception is reality, and that perceptions can be managed by attitudes and actions.
• The four principles of customer service which every successful organization must follow.
• The key "moments of truth" by which customers will judge your organization.