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How Training Impacts Customer and Employee Engagement

Front-line personnel are the face and customer touch point for many companies.  The interaction between the frontline employees and the customers can significantly impact the business relationship.  We have all heard the saying, “first impressions are lasting impressions” and, unfortunately, all future interactions are judged by that first impression. 

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Lessons from the Road: Core Values and Customer Service

The road can be long and will wear on employees especially a young rookie employee.  I now speak from experience, after returning from a 15-day odyssey with my boss.  Now this wasn’t your conventional business trip.  We started at our Annual Client Conference in Las Vegas, sharing a small but comfortable RV and paying visits to clients, before returning to our headquarters in Charlotte, NC.