Are Your Frontline People Killing Your Business?

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By Dianna Booher --Teaching your employees how to communicate with your customers and prospects is of critical importance.

: “Fine. I’ll send you the bank statement so you can see for yourself.”“No, that’s not acceptable. You’ll have to get your bank to send us a letter, noting the double billing.”: “Are you kidding? Your company made a mistake and you’re asking me to do the work to go to my bank and persuade them to take the time to write you a letter?”So the bank and I were forced to help them correct their mistake.

When I posted the above phone-company interaction on Facebook, friends replied with a plethora of equally shocking experiences.

 

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