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	<title>Frontline Performance Group &#187; optimizing service</title>
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	<description>On-Site Sales Management</description>
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		<title>Relationships &amp; Results</title>
		<link>http://www.frontlineperformancegroup.com/473/relationships-results/</link>
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		<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>
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		<category><![CDATA[frontline]]></category>
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		<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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		<title>How much money is your company leaving on the table?</title>
		<link>http://www.frontlineperformancegroup.com/430/customer-touch-point/</link>
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		<pubDate>Tue, 02 Feb 2010 20:28:49 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
				<category><![CDATA[Announcements]]></category>
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		<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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		<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>
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		<category><![CDATA[service level]]></category>
		<category><![CDATA[service recovery]]></category>

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		<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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		<title>Hiring Frontline Associates</title>
		<link>http://www.frontlineperformancegroup.com/418/hiring-frontline-associates/</link>
		<comments>http://www.frontlineperformancegroup.com/418/hiring-frontline-associates/#comments</comments>
		<pubDate>Wed, 20 Jan 2010 19:33:18 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
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		<category><![CDATA[hiring]]></category>
		<category><![CDATA[optimizing sales]]></category>
		<category><![CDATA[optimizing service]]></category>
		<category><![CDATA[performance potential]]></category>
		<category><![CDATA[right fit employees]]></category>
		<category><![CDATA[sales]]></category>
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		<category><![CDATA[sales revenue]]></category>
		<category><![CDATA[staffing]]></category>

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		<description><![CDATA[Hiring the right frontline associates can make or break a business, so it is imperative you know what to look for. Here are a few key attributes qualified individuals should possess: Personality &#8211; A great personality is a must for a job that is all about dealing with people and being able to influence their [...]]]></description>
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		<title>Optimizing Sales &amp; Service Performance</title>
		<link>http://www.frontlineperformancegroup.com/413/optimizingsalesandperformance/</link>
		<comments>http://www.frontlineperformancegroup.com/413/optimizingsalesandperformance/#comments</comments>
		<pubDate>Wed, 13 Jan 2010 15:53:46 +0000</pubDate>
		<dc:creator>FPG</dc:creator>
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		<category><![CDATA[performance potential]]></category>
		<category><![CDATA[profit]]></category>
		<category><![CDATA[profitability]]></category>
		<category><![CDATA[sales]]></category>
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		<category><![CDATA[sales levels]]></category>
		<category><![CDATA[sales revenue]]></category>
		<category><![CDATA[service level]]></category>

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		<description><![CDATA[Defining a theoretical frontline strategy for high profitability is not a difficult thing to do. Getting people to do it, and do it consistently, is. In order to optimize sales and service performance, you must embrace three primary areas of actionable focus: Creating the Right Environment Ensuring the Right Personnel Fit Executing the Right Action Changing [...]]]></description>
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