Front Desk Agents - What Is The Difference Between Good And Poor Service?


When it comes to training front desk agents, good service is always given prime emphasis. But what is the difference between good service and poor service? Majority of customers would have a similar answer-- that is, the attitude of the person who delivered the service. Why would anyone go back to doing business with an establishment when they receive poor service from the front desk agent? Indeed, the quality of the product or services offered by a business establishment won’t have a say when it comes to good customer service; instead, it is the behavior of the people with whom they are doing business and their customer experience.

One important activity during the training of front desk agents is role-playing in which one assumes the role of a front desk agent with poor customer service skills and the other person as the customer. After the activity, let them share their perceptions and their inputs. Oftentimes, you need to put yourself in the shoes of the customer so you will know what they will feel when you are on the receiving end of poor quality service.

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