The document outlines ten essential skills for frontline employees to improve customer service, emphasizing the importance of good manners, effective communication, and a proactive approach. Key tips include using polite language, staying informed, and actively listening to customers. Additionally, it encourages flexibility and maintaining a positive attitude in challenging situations.

1. Ten Essential Skills for Frontline Employees
THE CUSTOMER SERVICE WORKOUT

2. MIND YOUR MANNERS
Do you use please, thank you, and other social niceties as often as you should?
“Please” and “thank you”
are part of having good
manners no matter where
you live.
These phrases are seldom
overused and can set the
tone for a positive customer
interaction.

3. SMILE
Are you using your facial muscles to your best advantage?
Remember to smile.
Nobody likes a grouch or
working with someone
who appears to be angry,
disengaged, or otherwise
focused on something
other than service.

4. USE SERVICE LANGUAGE
Does your service language need an update?
Like it or not, “no
problem” is a problem. It
is a phrase that is prickly
and can often sound
unpolished and
unprofessional.
With a little practice, you
can train yourself to say
“my pleasure” or “you are
welcome” instead.
Photo: Homies in Heaven

5. FOCUS ON WHAT YOU CAN DO
Do you focus on the positive?
Customers do not want to
hear about what you can’t
do.
Instead, tell them what you
can do to address their
concerns.
With a little effort, you can
quickly learn turn lemons
into lemonade an speak in a
manner that communicates
that you are a problem
solver.

6. COMMUNICATE
Are your public relations skills up to snuff?
Along those same lines,
customers are most happy
when they know what is
happening and why.
However, most customers
are not mind readers.
When there is a problem,
be proactive, and do your
best to let people know
what is going on, why, and
how you are addressing
whatever the issue is.

7. SEEK OUT INFORMATION
Do you go the extra mile to get answers to your customers’ questions?
From time to time
customers may ask you
questions you can’t
answer.
It’s okay to say “I don’t
know” as long as “I’ll find
out” or something similar
quickly follows.
In addition to handling
routine transactions, part
of your job is to serve as a
liaison between your
customers and your
organization.

8. BE PRESENT
Do you listen as well as you should?
Your focus and caring is
something that offers high
value but costs very little.
Some small changes in
behavior can help you block
out other noises and be in
the service moment.
1. Make eye contact.
2. Repeat what customers
tell you.
3. Ask open-ended questions
that elicit responses
beyond single words.

9. KEEP YOUR TEMPER IN CHECK
Are you able to effectively deal with angry customers?
Sometimes customers lose
their cool. Sometimes it’s
our fault, and sometimes it
isn’t. Either way, it’s
important to let angry
customers vent. Then,
apologize.
If you are not directly at
fault, you can always
apologize for the situation.
“I’m sorry that happened to
you.” Then, offer whatever
solutions will address your
customer’s concern.

10. DO YOUR HOMEWORK
What actions do you take to stay up to date?
No matter how polite you
are, if you don’t know
what you are talking
about, your customers will
most certainly figure it
out.
In short, the more you
know, the better you will
be able to help your
customers.

11. STAY FLEXIBLE
What do you do to keep your work in perspective and your attitude toward your work and your customers positive?
Some days are better
than others. The key
to success is
remaining flexible and
keeping things in
perspective.
Photo: Benson Kua

12. COOL DOWN
Collaborating is both assertive and cooperative.
With some thought,
planning, and practice, you
can continue to grow your
customer service agility,
and muscle.
Who knows, you might
even have fun!
Choose a few items to
work on each and every
day.

13. BRING TRAINING ONSITE
info@businesstrainingworks.com
Business Training
Works offers onsite
training on a wide
range of topics
designed to improve
customer service.
Visit us online or
contact us to discuss
your group’s needs.
301-934-3250

14. GET THE SCRIPT
Do you want to share this
workout with your group?
A Full workshop script for
this program can be found
in our customer service
resource section at
www.businesstraningworks.com.