Point Of Impact Length: 15:00 min.

Is your front line your best friend, or your worst enemy? This program demonstrates that the key to serving your customers begins with having an A-C-E up your sleeve. The front line of any organization or business is where customers are won and lost—for life! This can be a cash register, a telephone, a reception desk—even an Internet web page! Anywhere the customer comes into direct contact with your organization—that’s the Point of Impact!

It’s sad, but true, that some companies have lost millions of dollars because of an indifferent receptionist or a sales clerk who seems to consider the customer as an interruption of his or her work. No matter how you perceive your organization, to the customer it all comes down to the person on the front line. “What’s one less customer?” This is the attitude of many front-line employees—particularly temporary, part-time, or new employees. And it certainly seems to be the attitude of Byron, a sales clerk with a lot to learn about basic customer service! But the tables get turned as Byron visits a number of other establishments and gets a taste of his own medicine. The mistakes are quickly corrected, however, as the proper (and simple!) techniques are clearly demonstrated. These techniques also include some valuable tips for dealing with unhappy customers. By the end of this informative and entertaining program, Byron has become an expert at customer service—and so will you!