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	<title>Frontline Performance Group &#187; customer service</title>
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	<link>http://www.frontlineperformancegroup.com</link>
	<description>On-Site Sales Management</description>
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		<title>Calling all Leaders &#8230; Are you Lonely?</title>
		<link>http://www.frontlineperformancegroup.com/1070/calling-all-leaders-are-you-lonely/</link>
		<comments>http://www.frontlineperformancegroup.com/1070/calling-all-leaders-are-you-lonely/#comments</comments>
		<pubDate>Wed, 20 Apr 2011 03:30:46 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[coach]]></category>
		<category><![CDATA[confidence]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[goals]]></category>
		<category><![CDATA[inspiration]]></category>
		<category><![CDATA[managing]]></category>
		<category><![CDATA[performance standards]]></category>
		<category><![CDATA[successful leaders]]></category>
		<category><![CDATA[team]]></category>
		<category><![CDATA[vision]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=1070</guid>
		<description><![CDATA[Think about the last team you were on where you really felt like everybody was on the same page headed towards a common goal…Whether it be a sports related team, group project at school, or your everyday work environment there’s a reason why you felt like it was a team.  Most likely there was a [...]]]></description>
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		<title>Become Value Focused &#8211; It Sells</title>
		<link>http://www.frontlineperformancegroup.com/1007/become-value-focused-it-sells/</link>
		<comments>http://www.frontlineperformancegroup.com/1007/become-value-focused-it-sells/#comments</comments>
		<pubDate>Thu, 24 Mar 2011 10:02:31 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[management]]></category>
		<category><![CDATA[sales]]></category>
		<category><![CDATA[sales revenue]]></category>
		<category><![CDATA[salespeople]]></category>
		<category><![CDATA[team]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=1007</guid>
		<description><![CDATA[Most every frontline sales manager will agree that keeping staff encouraged when they have very price sensitive customers can be challenging. It becomes quite easy to fall into the trap of believing that by in large, customers are cheap. But here is the reality; customers are not cheap. They are value driven and want to know [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Be Aware &#8230; Great Customer Service is Only a Philosophy, Not an Action Plan</title>
		<link>http://www.frontlineperformancegroup.com/984/be-aware-great-customer-service-is-only-a-philosophy-not-an-action-plan/</link>
		<comments>http://www.frontlineperformancegroup.com/984/be-aware-great-customer-service-is-only-a-philosophy-not-an-action-plan/#comments</comments>
		<pubDate>Wed, 09 Mar 2011 19:54:52 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer touch points]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[optimizing]]></category>
		<category><![CDATA[performance potential]]></category>
		<category><![CDATA[sales and service]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=984</guid>
		<description><![CDATA[Some of the best customer service comes from one word, awareness. Too often new employees are told to provide excellent customer service and only given the old catchphrases when they come aboard.  They are given philosophies like “the customer is always right” or “treat customers how you would like to be treated”. While these are [...]]]></description>
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		<title>The Customer Must Come Second</title>
		<link>http://www.frontlineperformancegroup.com/969/the-customer-must-come-second/</link>
		<comments>http://www.frontlineperformancegroup.com/969/the-customer-must-come-second/#comments</comments>
		<pubDate>Mon, 28 Feb 2011 21:07:54 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[employee value]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[industry leader]]></category>
		<category><![CDATA[management]]></category>
		<category><![CDATA[performance potential]]></category>
		<category><![CDATA[profit]]></category>
		<category><![CDATA[vision]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=969</guid>
		<description><![CDATA[Fortune Magazine recently released their annual list of the 100 Best Companies To Work For. Here are some of the well-known names that earned their way on to the list: Wegman&#8217;s Food Markets - #3 Zappos - #6 Mercedes Benz USA - #15 Stew Leonard&#8217;s - #18 Whole Foods Market - #24 Four Seasons Hotels - #53 Publix Super Markets - #67 Nordstrom&#8217;s - #74 [...]]]></description>
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		<slash:comments>0</slash:comments>
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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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		</item>
		<item>
		<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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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Service? Oh, We&#8217;re Focused On It.</title>
		<link>http://www.frontlineperformancegroup.com/857/customer-service-oh-were-focused-on-it/</link>
		<comments>http://www.frontlineperformancegroup.com/857/customer-service-oh-were-focused-on-it/#comments</comments>
		<pubDate>Wed, 12 Jan 2011 12:24:54 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[business performance]]></category>
		<category><![CDATA[customer contact points]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[Frontline Performance Group]]></category>
		<category><![CDATA[performance]]></category>
		<category><![CDATA[professional]]></category>
		<category><![CDATA[service level]]></category>
		<category><![CDATA[service-based sales]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=857</guid>
		<description><![CDATA[Next to the sports world, no one can beat a cliché or &#8220;buzzword&#8221; to death better than the world of business. At the end of the day, it&#8217;s not about me, it&#8217;s about the team and I&#8217;m just taking it one game at a time and believe we need to take a proactive approach and close [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<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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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Transforming A Business Culture</title>
		<link>http://www.frontlineperformancegroup.com/604/transforming-a-business-culture/</link>
		<comments>http://www.frontlineperformancegroup.com/604/transforming-a-business-culture/#comments</comments>
		<pubDate>Wed, 28 Jul 2010 18:14:38 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[bottom-line results]]></category>
		<category><![CDATA[business culture]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[sales and service effectiveness]]></category>
		<category><![CDATA[sales and service performance]]></category>
		<category><![CDATA[service-based sales]]></category>
		<category><![CDATA[service-based sales culture]]></category>
		<category><![CDATA[workplace culture]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=604</guid>
		<description><![CDATA[One of my more memorable client experiences occurred a few years ago while I was working with a company to improve customer service and ancillary sales. After conducting the initial discovery visits and leading the frontline team through our core seminars, the company experienced an almost immediate and very significant improvement in both service and [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Metric Fixation</title>
		<link>http://www.frontlineperformancegroup.com/544/metric-fixation/</link>
		<comments>http://www.frontlineperformancegroup.com/544/metric-fixation/#comments</comments>
		<pubDate>Wed, 09 Jun 2010 18:41:20 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
		<category><![CDATA[business performance]]></category>
		<category><![CDATA[business success]]></category>
		<category><![CDATA[customer care]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[key metrics]]></category>
		<category><![CDATA[key performance indicators]]></category>
		<category><![CDATA[profit]]></category>
		<category><![CDATA[sales and service performance]]></category>
		<category><![CDATA[sales metrics]]></category>

		<guid isPermaLink="false">http://www.frontlineperformancegroup.com/?p=544</guid>
		<description><![CDATA[I often see high-level managers and business owners express an almost irrational fixation on a singular internal metric or Key Performance Indicator (KPI). Their steadfast focus, while admirable, is often shockingly misguided and harmful to the business. This owner intensity typically drives the organization to dramatically improve one specific metric while ignoring others, which frequently [...]]]></description>
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