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Top Customer Service Providers Value Their Front-Line Employees

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******************************** Top Customer Service Providers Value Their Front-Line Employees http://knowledge.wpcarey.asu.edu/index.cfm?fa=viewfeature&id=1215 A smart customer service employee knows there is a fine line between a pleasant, efficient discussion of the customer's needs leading to the discovery that she would be better served with the company's upgraded service ... and an exchange resulting in that same customer canceling her service, slamming down the phone in frustration. In either case, the result depends largely on the qualities of the individual employee. But how many companies realize the value in acquiring and retaining a top-flight front line of service employees? A marketing professor at the W. P. Carey School of Business and her colleagues believe that successful companies do more than come up with a strategy to provide customized customer service -- they know it is the employees on the front line who have to implement that strategy.