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Developing your people to enhance your customers experience

Avoiding burnout amongst frontline staff


Marie Cross

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Burnout is a common problem for frontline staff, especially when they have been in the same role for several years and know the job inside out, to the extent they’re operating on autopilot. Such employees will often be simply going through the motions, unaware that this will lead them subconsciously to develop bad habits. The customer on the other end of the phone will pick up on this sort of disengagement, spoiling their customer service experience. Proper customer service training, tailored to their specific needs, is therefore essential for all frontline staff.

Remember, when we’re speaking on the phone we don’t have body language to reinforce what we’re saying. All the other person has to go on are the words we say and the way we say them. As such, we lose 55% of the impact of our communication when we talk on the phone. We therefore need to choose our words carefully, and if we are not thinking positively, it’s unlikely we’ll choose words that are positive or deliver them in a positive tone of voice.

Focus on developing a language of influence that has a positive impact on conversations when arranging bespoke programmes in customer service. A good example of this is the way you respond when someone has been kept on hold for a long while. Try saying “Thank you for your patience” rather than “Sorry to keep you waiting”. The latter is neutral and impersonal, but the former demonstrates interest and lets the customer know that it’s a real person talking to them.

Likewise, focus on what you CAN do for the customer rather than what you CAN’T. Speaking positively, even when delivering bad news, makes a huge difference to your level of customer satisfaction, so bespoke programmes that increase employee motivation and engagement represent an excellent investment in your future success!


Cross Marie


Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!

Hello...I'm Marie Cross!

Marie Cross

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