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	<title>Frontline Performance Group &#187; customer interaction</title>
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	<link>http://www.frontlineperformancegroup.com</link>
	<description>On-Site Sales Management</description>
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		<title>If a Complaining Customer Falls in the Woods, Does He Make a Sound?</title>
		<link>http://www.frontlineperformancegroup.com/931/if-a-complaining-customer-falls-in-the-woods-does-he-make-a-sound/</link>
		<comments>http://www.frontlineperformancegroup.com/931/if-a-complaining-customer-falls-in-the-woods-does-he-make-a-sound/#comments</comments>
		<pubDate>Mon, 14 Feb 2011 11:17:00 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[bottom-line]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[goals]]></category>
		<category><![CDATA[sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=931</guid>
		<description><![CDATA[Studies continue to show &#8211; customers who have a problem that is resolved quickly and properly are likely to develop more loyalty to a business as opposed to a customer who never had a problem. Yet often still, many businesses operate with a complaint/problem resolution system that is so complex, not even the staff is [...]]]></description>
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		<title>What&#8217;s In a Name? &#8211; The Foundation of Relationship Selling</title>
		<link>http://www.frontlineperformancegroup.com/922/whats-in-a-name-the-foundation-of-relationship-selling/</link>
		<comments>http://www.frontlineperformancegroup.com/922/whats-in-a-name-the-foundation-of-relationship-selling/#comments</comments>
		<pubDate>Thu, 03 Feb 2011 17:05:38 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer touch points]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[sales revenue]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=922</guid>
		<description><![CDATA[The difference is night and day.  One transaction takes place where the salesperson makes an introduction by offering me their name and asking for mine and another takes place with no introduction at all and gets right to the sale.  In the first, I feel important and appreciated.  In the latter, I feel like just [...]]]></description>
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		<title>The Surefire Way to Gain Final Commitment</title>
		<link>http://www.frontlineperformancegroup.com/843/the-surefire-way-to-gain-final-commitment/</link>
		<comments>http://www.frontlineperformancegroup.com/843/the-surefire-way-to-gain-final-commitment/#comments</comments>
		<pubDate>Fri, 07 Jan 2011 22:34:06 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[sales and service]]></category>
		<category><![CDATA[sales and service effectiveness]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=843</guid>
		<description><![CDATA[When a prospect does not fully understand what you are offering or if they don&#8217;t believe what you are saying, objections can and do occur. Remember that if a person was not at all interested in what you have to offer, they would not even bother objecting. Sales in and of itself can entail changing [...]]]></description>
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		<title>Understand and Appreciate Your Frontline Team</title>
		<link>http://www.frontlineperformancegroup.com/773/understand-and-appreciate-your-frontline-team/</link>
		<comments>http://www.frontlineperformancegroup.com/773/understand-and-appreciate-your-frontline-team/#comments</comments>
		<pubDate>Tue, 14 Dec 2010 23:05:41 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[bottom-line]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[profit]]></category>
		<category><![CDATA[results]]></category>
		<category><![CDATA[revenue]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[service and sales]]></category>
		<category><![CDATA[team]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=773</guid>
		<description><![CDATA[What is the definition of a frontline sales representative? Any team member that interacts with your customers is considered to be on the frontline. This includes face-to-face interactions, phone interactions, and on-line communications. Why is the frontline important to my business? In this increasingly competitive market, it is more important than ever for companies to [...]]]></description>
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		<title>Want to Boost Customer Experiences? &#8211; Take Your Cues From the Queue</title>
		<link>http://www.frontlineperformancegroup.com/740/want-to-boost-customer-experiences-take-your-cues-from-the-queue/</link>
		<comments>http://www.frontlineperformancegroup.com/740/want-to-boost-customer-experiences-take-your-cues-from-the-queue/#comments</comments>
		<pubDate>Wed, 08 Dec 2010 01:37:34 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[frontline manager]]></category>
		<category><![CDATA[frontline sales]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=740</guid>
		<description><![CDATA[Every time I travel to the UK for client assignments, it amazes me how comfortable British people are with standing in line and waiting for service. To the British, this pastime of &#8220;queuing&#8221; is as common as any other proper tradition.  When traveling there and reluctantly conforming to this tradition while waiting at car rental counters, hotel check-ins, [...]]]></description>
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		<title>Interpersonal Insights</title>
		<link>http://www.frontlineperformancegroup.com/684/interpersonal-insights/</link>
		<comments>http://www.frontlineperformancegroup.com/684/interpersonal-insights/#comments</comments>
		<pubDate>Fri, 29 Oct 2010 20:28:44 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[communication]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[effective communication]]></category>
		<category><![CDATA[good communicators]]></category>
		<category><![CDATA[interpersonal skills]]></category>
		<category><![CDATA[miscommunication]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=684</guid>
		<description><![CDATA[Invariably, no matter how good a communicator is, there will undoubtedly be times when confusion or talking over another person creates tension in a conversation. Once this happens, natural back and forth &#8220;tempo&#8221; is disrupted and feelings of frustration can set in. You just don&#8217;t feel &#8220;in-sync&#8221; with the other person, and this can cost [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Relationships &amp; Results</title>
		<link>http://www.frontlineperformancegroup.com/473/relationships-results/</link>
		<comments>http://www.frontlineperformancegroup.com/473/relationships-results/#comments</comments>
		<pubDate>Tue, 02 Mar 2010 16:38:51 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer contact points]]></category>
		<category><![CDATA[customer dispute]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer touch points]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[optimizing service]]></category>
		<category><![CDATA[problem resolution]]></category>
		<category><![CDATA[relationships]]></category>
		<category><![CDATA[results]]></category>
		<category><![CDATA[service level]]></category>
		<category><![CDATA[service recovery]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=473</guid>
		<description><![CDATA[Our goal is simple: build rewarding relationships and deliver results. But the relationships we strengthen are not just those with our clients; we also foster relationships between our clients and their customers. While coaching the frontline of a client, I was recently approached by a customer who had repeatedly experienced difficulty in receiving reward program credits. [...]]]></description>
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		</item>
		<item>
		<title>Is your company relational or transactional?</title>
		<link>http://www.frontlineperformancegroup.com/451/is-your-company-relational-or-transactional/</link>
		<comments>http://www.frontlineperformancegroup.com/451/is-your-company-relational-or-transactional/#comments</comments>
		<pubDate>Tue, 23 Feb 2010 18:55:56 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[bottom-line]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer survey]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[relational]]></category>
		<category><![CDATA[results]]></category>
		<category><![CDATA[retail]]></category>
		<category><![CDATA[shopping experience]]></category>
		<category><![CDATA[transactional]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=451</guid>
		<description><![CDATA[When you are booking a hotel over the Internet, can you &#8220;feel&#8221; the difference between one five-star hotel in New York City and another? Of course not. This changes however, if you are on the phone and you have an enthusiastic and motivated salesperson on the other end of the line, describing the property&#8217;s distinct [...]]]></description>
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		<item>
		<title>How much money is your company leaving on the table?</title>
		<link>http://www.frontlineperformancegroup.com/430/customer-touch-point/</link>
		<comments>http://www.frontlineperformancegroup.com/430/customer-touch-point/#comments</comments>
		<pubDate>Tue, 02 Feb 2010 20:28:49 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[business performance]]></category>
		<category><![CDATA[business success]]></category>
		<category><![CDATA[customer contact points]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer touch points]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[optimizing sales]]></category>
		<category><![CDATA[optimizing service]]></category>
		<category><![CDATA[performance potential]]></category>
		<category><![CDATA[revenue]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[sales and service performance]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=430</guid>
		<description><![CDATA[Most companies have four to six customer touch points and related sales opportunities. If you map out all of your customer contact points, you will find that many of them present substantial revenue opportunities, and all of them provide significant service improvement opportunities. Look at each of your customer contact points and figure out what [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>How To Handle Irate Customers</title>
		<link>http://www.frontlineperformancegroup.com/423/how-to-handle-irate-customers/</link>
		<comments>http://www.frontlineperformancegroup.com/423/how-to-handle-irate-customers/#comments</comments>
		<pubDate>Wed, 27 Jan 2010 16:09:46 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer interaction]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[dissatisfied customers]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[irate customers]]></category>
		<category><![CDATA[optimizing service]]></category>
		<category><![CDATA[sales and service performance]]></category>
		<category><![CDATA[service level]]></category>
		<category><![CDATA[service recovery]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=423</guid>
		<description><![CDATA[When an angry customer begins to complain about his or her experience the most important action a frontline representative can take is to listen. Studies have shown the biggest concern irate customers have is the inability to be heard. Utilizing the following dialogue with a dissatisfied customer will set the stage for a service recovery. [...]]]></description>
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